Collections & Retentions Agent

Company description:

Digicel Group Limited

Job description:

Summary/Objectives

The Collections & Retention Agent is responsible for tracking multiple accounts in collecting the company’s debts and ensuring that a highest level of customer retention and satisfaction is maintained.

Main Duties and Responsibilities:

• Manage multiple accounts, ensuring that a high level of customer retention and satisfaction is maintained
• Implement strategies for retaining customers requesting to terminate or downgrade their account
• Handle daily inbound and outbound calls regarding customers wanting to cancel their Home & Entertainment services.
• Ability to negotiate agreement terms, potential upgrades and make appropriate offers regarding account cancellations and /or transfer requests.  Build positive working relationships with customers for repeat businesses.
• Perform customer negotiations and reach a fair conclusion from both business and customer perspectives.
• Consistent demonstration of appropriate work habits, behaviour and a positive attitude towards co-workers and administration  Being able to assist team members in resolving customer issues in a timely manner whilst applying good customer service
• Handling customer / client escalation issues 
• Assist in processing current and future customer payments
• Ensuring payment arrangements are consistent with company guidelines
• Reviewing and monitoring delinquent accounts
• Record all relative information into the collections system regarding collection calls
• Making account recommendations to management as needed
• Ensuring relevant targets/ goals are met for respective team accounts
• Ensuring Compliance as per respective account is being adhered to

Academic qualifications:

• Minimum of three (3) CXC (Caribbean Examination Council) CSEC subjects inclusive of English Language and a numerical subject 
• Minimum requirement of intermediate computer skills
• Collections and Retentions experience is an asset

Functional Skills:

• General knowledge of Digicel Home & Entertainment
• Over 1+ year of experience in Customer Service/Retention/Collections
• Excellent Customer Service skills; phone etiquette
• Negotiations/Collections experience
• Advanced Computer skills
• Demonstration of composure & patience when dealing with customers
• Communication proficiency
• Ability to multi-task effectively
• Attention to detail and organized
• Work independently in an efficient and professional manner