Collections Agent (B2C)

Job description

Position Description:

The Collection Agent’s main job function is to receive customer calls and deliver excellent customer service by addressing customer queries/concerns. The job requires documenting all customer interactions accordingly and producing quality service in accordance to set guidelines and key performance indicators. Senior Agents can serve as mentors and subject-matter experts to support operational efficiency and excellence.​

Your future duties and responsibilities:

• Answers customer calls and addresses issues/concerns regarding Wealth/Insurance Management.
• Assesses customers’ needs/requests by effective information gathering, research, and problem-solving based on standard processes
• Provides accurate and complete needed/requested information following a set of call flows and processes.
• Communicates appropriate options to provide timely and long-term resolution
• Clearly and Accurately Documents/Logs all customer interactions following the quality standard
• Coordinates with higher level of support for the out-of-scope type concerns
• Mentors to New Joiners
• Subject Matter Experts / Floor Support
• Participates in special tasks and performs other duties as assigned

Required qualifications to be successful in this role:

Educational Background
• At least Senior High School Graduate (K-12) or College Undergrad
• Customer Service/Contact Center Training and/or Certification is an advantage but not a requirement

Career Experience
• > Customer Services Representative (BPO setting) handled a financial account
• > Customer Services Representative (BPO setting) handled a life insurance account

Skills
• Ability to carry on a spontaneous and personable conversation in English.
• Establishes rapport and promotes effective relationships with customers; Good interpersonal skills
• Effectively facilitates customer interactions following the Company and Client’s service strategy and policies.
• Ability to anticipate customers’ future needs and provides options for holistic service.
• Ability to deescalate irate or difficult customers
• Ability to document relevant call details clearly and cohesively following quality standards.
• Proactive compliance and Knowledge Retention on call flows, directives, and processes.
• Typing/keyboarding proficiency
• Basic Computer and Internet Literacy.

Other Expectations
• Schedule Adherence: Complies to assigned shift schedules (including but not limited to Start Time, End Time, and Breaks/Lunch); complies to rest day schedules; adheres to leaves filing policy outlined by the engagement/company
• Quality Compliance: Follows all quality standards following the engagement/company policies; Ensures all quality deficiencies are corrected promptly for activities in their function
• Teamwork and Communications: Ensures attendance to all required meetings (either for engagement-related meetings or for company-related meetings); Acts as backup for teammates and addresses excessive transaction queues caused by absenteeism
• Team player
• Can work under pressure
• Amenable to work on a shifting schedule
• Must be flexible with the ability to adapt to changes quickly.
• Proactive and has a customer service-oriented mindset
• Receptive to feedback and willing to learn

Skills:

·  Agents & Brokers
·  FIS
·  General Insurance
·  Personal Lines Insurance

What you can expect from us:

Together, as owners, let’s turn meaningful insights into action.

Life at CGI is rooted in ownership, teamwork, respect and belonging. Here, you’ll reach your full potential because…

You are invited to be an owner from day 1 as we work together to bring our Dream to life. That’s why we call ourselves CGI Partners rather than employees. We benefit from our collective success and actively shape our company’s strategy and direction.

Your work creates value. You’ll develop innovative solutions and build relationships with teammates and clients while accessing global capabilities to scale your ideas, embrace new opportunities, and benefit from expansive industry and technology expertise.

You’ll shape your career by joining a company built to grow and last. You’ll be supported by leaders who care about your health and well-being and provide you with opportunities to deepen your skills and broaden your horizons.

Come join our team—one of the largest IT and business consulting services firms in the world.