Customer Experience Specialist (Collections)

As a Customer Experience Specialist, you will deliver an unmatched experience to customers who are taking a first step on their path to financial fitness by resolving past due accounts. In this role, you will engage with customers via digital channels (email, SMS, live chat) to address their inquiries, negotiate payment solutions and achieve optimal payment outcomes. You will be responsible for balancing the need to maximize collections performance with a commitment to delivering exceptional customer experiences, adhering to regulatory requirements and ensuring compliance with internal processes. Your ability to blend empathy, compliance and process adherence, and performance-driven collections strategies will be key to success in this role.

If you thrive in a fast-paced environment, see challenges as opportunities to innovate, are motivated by the chance to help change the world of debt recovery for good, and delight in the growth and success of your team and the adulation of your customers, then this is the perfect fit for you.

Responsibilities:

1. Leverage exceptional written communication skills to negotiate and interact effectively with customers via voice, email, SMS and live chat, ensuring a seamless and empathetic customer experience.
2. Utilise effective negotiation techniques to drive mutually beneficial outcomes, ensuring payments are secured while maintaining positive customer relationships.
3. Handle inbound customer communications through voice, live chat, email and SMS.
4. Strive to resolve customer inquiries or issues at the first point of contact, minimising the need for additional follow-ups.
5. Assess and understand customers’ situations to negotiate effectively and guide them toward favorable resolutions.
6. Work efficiently to handle high volumes of customer interactions, balancing speed and quality to ensure timely responses while maintaining quality and professionalism.
7. Accurately document all communications, payment commitments, and resolutions in the system for audit and reporting purposes.
8. Apply collections experience to assist customers in creating and committing to repayment plans that suit their circumstances while aligning with company objectives.
9. Identify and recommend potential process or technology improvements based on interactions with customers.
10. Adhere to InDebted’s core values and foster trust with customers through transparent and supportive communication. Handle challenging conversations with empathy and professionalism, maintaining a positive and respectful tone even in difficult situations.
11. Ensure compliance with all relevant laws, regulations, policies, and procedures.
12. Assist customers on their journey to becoming debt-free by using insights from customer interactions to propose tailored solutions.
13. Participate in ongoing training to enhance skills and stay updated on industry practices.
14. Consistently achieve and exceed key performance metrics including first contact resolution rates, response times, productivity measures, collections performance, quality assurance scores, and customer satisfaction metrics.

Requirements:

1. Speak fluent English and Arabic.
2. Demonstrated experience in collections, with the ability to negotiate and manage sensitive financial situations tactfully.
3. Strong self-motivation and resourcefulness, with excellent problem-solving and critical-thinking skills.
4. Proven ability to manage multiple customer interactions simultaneously across digital channels.
5. High proficiency with web-based tools and systems for customer interaction and documentation.
6. Reliability and adaptability to meet dynamic business needs.