Collection Agent

Job Description

Main Activities and Responsibilities:

• Receive inbound and/or place outbound calls
• Negotiate and collect on outstanding amounts owed to our client.
• Provide accurate and timely responses for inquiries coming through
• Manage and resolve customer complaints
• Identify and escalate priority issues
• Route calls to appropriate resources when necessary
• Document all information on customer interaction according to standard operating procedures
• Always strive for Good Customer Satisfaction and Experience
• Ensure that all calls are handled professionally based on the Quality Guidelines set by the Client
• Ensure consistent performance based on continuous improvement model
• Ensure that all Login and Passwords (both Internal & External) are kept confidential
• Participate in all Internal and External mandated training and/or seminars.
• Knowledge, understanding, and compliance with PROBE GROUP policies and procedures.
• Maintain knowledge of functional area and company policies and procedures.
• Provide feedback to management concerning possible problems or areas of
  
  

• Perform other duties as assigned by management.
• Ensure a safe, healthy and sustainable workplace for all employees and contractors,
  
  

• Actively contribute to Probe’s commitment to fostering a respectful and inclusive
  
  

• Act ethically with integrity, honesty, and trust, to uphold Probes compliance culture and maintain the highest standards of business conduct.
• Complete all necessary training requirements and professional development
  
  

• Comply with Probe’s privacy, data protection and information security policies when handling personal data and uphold high standards of data protection, security and fraud prevention in the course of your employment. This extends to being diligent to protect Probe and client data and assets and never sharing passwords, one time passwords (OTP), multi-factor authentication (MFA) with anyone (even colleagues, supervisors or a client), staying alert for suspicious calls, chats or emails asking for account or personal/login information and not clicking on suspicious links.
• Support our speak up culture and report suspected or actual improper conduct in accordance with our Whistleblower Policy. Having a responsibility to actively contribute to Probe’s commitment to fostering a respectful and inclusive workplace by taking proactive measures to identify and eliminate harassment in any form.