Collections Operations Specialist

Responsibilities

• Collect payments on past-due accounts.
• Contact DQ customers daily via SMS, Email, and outbound calls.
• Ability to negotiate with the customer to make a payment
• Collecting data on the reason why they went DQ
• Able to use tools such as Zendesk, Asana, Google Drive, and email.

Requirements

• 2-3 Years of experience in collections and recovery (Mortgage or Credit Cards)
• Experience in financial services or related industries (mortgage experience preferred)
• Superb communication, collaboration, and problem-solving skills
• Proficiency, speed, and accuracy in written communication
• Fluency, clarity, and good diction in English
• Great organizational skills & time management abilities
• Experience using customer communication and task management programs, Zendesk Google Drive, and
• Email Ability to interpret data and conduct research for specific tasks
• Ability to effectively interact with customers and internal stakeholders.
• Attention to detail and accuracy in documenting.
• Ability to work independently and handle a high volume of tasks.
• Bachelor's Degree or comparable work experience in financial services
• Flexibility to work US Pacific time 8 AM to 7 PM (with a 1-hour break time in between)
• Must be at least 18 years or older.
• We require all candidates to have a minimum of 3 subjects inclusive of English (CXC/CSEC, City & Guilds. I, II, III; GCE A, B, C; SSC 4, 5; JSCE Pass; NCTVET Level 1, 2, 3; and CCSLC Competence & Mastery) OR or a U.S. high school diploma or GED.
• Must be able to pass a criminal background check.
• Must have flexible availability to work any day and any assigned shift weekly.(Weekends and Public Holidays).
• Must successfully pass English Language written assessments.
• Consistency in performance and an "I can and will win attitude".
• Demonstrated ability to perform at a high level, to support our high volume of inbound calls.
• Experience in customer service is an asset and preferred.
• Good systematic problem solving ability , using sound business judgment, and following through on commitments to customers.
• The ability to quickly and accurately identify and assess individual customer needs and take appropriate action steps to satisfy those needs.
• Excellent attention to detail.
• Excellent verbal and written communication skills; able to translate Customer communication rapidly and effectively on live voice or chat interactions. proficient reading skills required.
• The ability to project patience, empathy, caring, and sincerity in written words or voice tone, depending on channel.
• Ability to effectively organize, prioritize, multi-task and manage time.
• Multi-tasking skills, showcased through the use of several applications; experience working with CRM applications preferred.
• Basic PC keyboarding skills; basic Microsoft Office (Outlook, Word, Excel) experience required.
• Must have basic computer skills with the ability to navigate and manipulate a computer system.
• Must be very tech savvy with strong abilities in handling troubleshooting techniques and resolving technical issues.
• Inspire confidence and positively influence the behaviour, actions, and thoughts of others.
• No commitments that will impact your ability to commit to work for the next 18 - 24 months
• Our employees enjoy:
• Competitive compensation packages inclusive of base pay, incentives, over-time and shift differentials for certain shifts.
• Annual merit increase based on performance.
• Paid Training whether onsite or in work at home.
• Discounts for several corporate and retail partners for services and products once Sutherland ID is presented.
• Excellent training and supervisory support - to help you feel comfortable servicing our customers.
• Competitive Salary with attractive and attainable PBI structure.
• Paid vacation and sick leave annually.
• Exceptional Health and Life Insurance Plan
• Lunch benefits and subsidy.
• Onsite lunch concessionaire at reduced rates.
• Transportation/ Shuttle Services - Free transportation home for shifts that end after 9:00 pm and pick-ups for shifts that begin before 6am
• Free On-site medical suite with nurse and medical doctor.
• Daily Refuel Plan - Robust and dynamic schedule of activities to keep employees energized both at home and in th

Benefits

Additional Information

Sutherland is seeking a motivated and passionate person to join us as a Collections Operations Specialist . We are a group of driven and hard-working individuals. If you are looking to build a fulfilling career and are confident you have the skills and experience to help us succeed, we want to work with you! Collections Operations Specialist in this role get to: Be the Point of Contact answer inbound and outbound calls to provide exceptional customer service to clients. Cultural Values: 1. Depth and rigor of thought - we try to be rigorous in our thinking & dive into the details. 2. Minimalist - we are spartan in our design, in our code, and even in our processes. 3. Speed of execution - we move fast & value decisiveness. We think speed drives quality.

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