Hiring - US Collections Specialist - Customer Resolution & Recovery
- Infosys BPM
- 1 - 5 years
- Pune
- 1 day ago
- Email to a friend
- Report this job
Job Description
WE ARE HIRING: Collections Representative US Collections (Inbound / Outbound Contact Center)
Transform Conversations into Solutions. Build Relationships. Drive Results.
Are you a customer-focused professional with expertise in the US Collections Process and a passion for helping customers find financial solutions? Do you thrive in a fast-paced contact center environment where communication, negotiation, and problem-solving skills make a real impact?
We are looking for a highly motivated Collections Representative to join our growing team. This is an excellent opportunity to leverage your collections expertise, customer service excellence, and communication skills while building a rewarding career in the financial services industry.
Position Details
Position: Collections Representative US Collections (Inbound / Outbound Contact Center)
Work Mode: Work from Office 5 Days a Week
Shift: Night Shift
Employment Type: Full-Time
Operating Hours: 24x7 Operations (Rotational Shifts)
365 Days Support Environment
Why Join Us?
At our organization, we believe in empowering our employees to succeed through:
- Career advancement opportunities
- High-performance culture
- Professional development and continuous learning
- Supportive and inclusive work environment
- Exposure to global financial services operations
- Recognition of performance and achievements
If you are looking for a career where your communication skills and collections expertise are truly valued, we want to hear from you!
Key Responsibilities
As a Collections Representative, you will be responsible for managing customer interactions while delivering excellent service and achieving collections objectives.
Core Responsibilities
Manage high volumes of inbound and outbound customer calls.
Understand customers' financial situations through effective probing and Financial Fact Finding Questionnaires (FFQs).
Recommend suitable payment plans and collection solutions based on customer affordability and circumstances.
Maintain a thorough understanding of delinquency levels, collection strategies, and account aging buckets.
Resolve customer inquiries, requests, and complaints professionally and efficiently.
Build strong customer relationships through empathy, professionalism, and effective communication.
Deliver exceptional customer experiences while achieving collection and service targets.
Accurately document customer interactions, commitments, transactions, complaints, and actions taken.
Process customer requests, forms, applications, and account updates.
Follow up on customer commitments and outstanding requests to ensure timely resolution.
Escalate unresolved issues or special customer requests to the appropriate departments.
Ensure compliance with all organizational policies, procedures, and regulatory requirements.
Meet productivity, quality, and performance metrics consistently.
MANDATORY REQUIREMENTS (HIGHLY IMPORTANT)
Candidates must meet ALL the following requirements:
Expertise in US Collections Process
- Strong understanding of collections lifecycle, delinquency management, repayment plans, and customer negotiations.
- Experience handling US collection accounts and customer interactions.
Excellent Communication Skills
- Outstanding verbal and written communication skills.
- Ability to build rapport, influence customer decisions, and handle difficult conversations professionally.
Night Shift Availability
- Must be comfortable working in Night Shift operations.
Work from Office
- Must be willing to work from office 5 days per week.
What We're Looking For
Successful candidates will demonstrate:
Strong customer service orientation
Effective negotiation and persuasion skills
Ability to handle objections professionally
Active listening and problem-solving abilities
High emotional intelligence and empathy
Strong time management and prioritization skills
Ability to multitask in a fast-paced environment
Resilience and ability to perform under pressure
Results-driven mindset
Attention to detail and accuracy
Key Skills
Collections & Financial Services
- US Collections Process
- Debt Recovery
- Delinquency Management
- Collections Strategy
- Account Resolution
- Financial Hardship Assessment
- Payment Plan Negotiation
- Collections Compliance
Customer Service & Communication
- Customer Relationship Management
- Customer Service Excellence
- Conflict Resolution
- Active Listening
- Effective Communication
- Complaint Management
- Customer Retention
- Stakeholder Management
Contact Center Operations
- Inbound Calling
- Outbound Calling
- Call Handling
- Call Documentation
- Process Adherence
- Quality Compliance
- Performance Metrics Management
Professional Competencies
- Negotiation Skills
- Multitasking
- Decision Making
- Problem Solving
- Attention to Detail
- Time Management
- Adaptability
- Team Collaboration
Required Qualifications
Education: Bachelor's Degree (Full-Time Graduate)
Experience:
Minimum 12 months of experience in:
- US Collections
- Customer Service
- International Contact Center / BPO Environment
Proven experience handling customer interactions through voice processes.
Familiarity with account collections, customer negotiations, and payment arrangements.
Preferred Qualifications
- Experience in Financial Services Collections
- Experience handling international customer accounts
- Knowledge of collection regulations and compliance requirements
- Experience in UK Collections and FCA regulations (added advantage)
- Exposure to performance-driven contact center environments
Who Can Apply?
This role is ideal for professionals who:
Have experience in the US Collections Process
Possess outstanding communication and negotiation skills
Have experience in inbound and outbound calling environments
Can effectively handle customer objections and payment discussions
Are comfortable working Night Shifts
Can work from Office 5 Days per Week
Are looking for long-term career growth in Financial Services and Customer Operations
Ready to Build Your Next Career Success Story?
If you're a driven collections professional who excels at customer engagement, problem-solving, and delivering results, this is your opportunity to join a high-performing team and make a meaningful impact.
Apply Now and Become Part of a Winning Collections Team!
Connect. Negotiate. Resolve. Succeed.
Job Classification
Industry: BPM / BPOFunctional Area / Department: Customer Success, Service & OperationsRole Category: Customer Success, Service & Operations - OtherRole: Customer Success, Service & Operations - OtherEmployement Type: Full timeContact Details:
Company: Infosys BPMLocation(s): Pune
Keyskills: US Process Customer Support US Collection Collections Process Debt Recovery Customer Service Financial Services Debt Collection Financial Operations International Voice Process International BPO
Job Listings
We are in open beta version of website, please let us know if any issues, at: info(at)indigojobs.in