Collections Hardship Agent

Job Description

Main Activities and Responsibilities:

Probe CX Compliance

• Ensure a safe, healthy and sustainable workplace for all employees and contractors, report workplace hazards, and provide a safe and positive workplace.
• 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.
• 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 opportunities.
• 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.
  
  

• Receive inbound and/or place outbound calls
• Provide accurate and timely responses for customer requests in a timely manner
• Perform record searches based on customer requests in a timely manner, and within stipulated time frames
• Perform functions within stipulated Key Performance Indicators
• Manage and resolve customer complaints
• Identify and escalate priority issues
• Route calls to the appropriate resource, when necessary
• Document all information on customer interaction according to standard operating procedures
• Always strive for great customer satisfaction and experience
• Ensure that all calls are handled professionally based on the Quality Guidelines established by the Company and our Client
• Ensure consistency of performance in handling of customer interactions
• Participate in all internal and external mandated training and/or seminars or certifications
• Maintain knowledge of functional areas and company policies and procedures
• Provide feedback to management concerning possible problems or areas of improvement
• Perform other duties as assigned by management
  
  

• Ensure all policies & procedures are adhered to, including compliance obligations
• Implement functional organisational design & optimal workforce planning
• Ensure key function policies are in place & are current
• Drive & implement operational excellence in function / line of business
• Ensure compliance within function / line of business
  
  

• Establish & maintain effective working relationships with Managers & peers, employees & key stakeholders
• Establish & maintain internal & external collaborative relationships, including functional & industry associations, managers, peers & direct reports
• Establish & manage effective relationships with key stakeholders, internal & external, including functional & industry associations, vendors, Board & Executive team
  
  

• With Excellent English Communication (Oral and Written) and comprehension skills.
• Good problem solving and critical thinking skills with focus on issue resolution and customer satisfaction
• Resourceful, able to multitask and has high attention to details
• Self-motivated and able to work independently as well as contribute to cross-functional and global teams
• Flexible and has the ability to quickly adjust to frequent process and information changes
• Ability to show empathy Proven track record of delivering results in a high pressure environment
• Well-developed commercial acumen, negotiation and influencing skills
• Strong attention to detail, a mature positive attitude and strong work ethic
• Take ownership of the customer’s assistance request to find a solution to meet the customer’s circumstances
• Capacity to work with people in crisis and an understanding of the behaviors of people who are experiencing significant personal crisis.
• Strong conflict management, negotiation, interpersonal and customer service skills, and the ability to advocate on behalf of others.
• Demonstrated ability to work effectively in a team environment including establishing and maintaining collaborative relationships with internal and external stakeholders that include government and other community service providers.
• Effective and demonstrated organizational, time management and problem solving skills with the ability to manage and meet the demands of multiple tasks and competing priorities.
• High level of professionalism including the confidential management of all organizational and client information.
  
  

• Educational Attainment: College Graduate
• At least 6 months of continuous work experience
• Prior BPO experience as a Customer Service Representative and Hardship Collections
• Experience on phone, email and live chat support preferred but not required
• Experience in Customer Service, Sales, Billing, Collections and Technical Support preferred but not required
• Previous experience in Collections and/or hardship campaigns (preferable)
  
  

• Complete tasks delegated/assigned by the Team Leader
• Perform other reasonable duties as required