- Follow up the delinquent customers and handle the daily collection reports to collect the delinquent loans via phone calls. - Create plans and strategies for collecting debts. - Adhering to financial laws on the regulation of debt collection. - Contact and communicate effectively with debtors by phone to negotiate and implement debt recovery plans. - Search publicly available databases to track down people who default on debt and perform background checks. - Prevent repeated payment negligence by working out practical debt payments. - Maintain electronic records of all payment plans, amounts paid, and communications. - Advising on repayment plans that are appropriate for the degree of debt and the circumstances of theconsumer. - When necessary, escalating calls to managers. - Legislative guidelines of the Privacy Act must be followed. - Entering data and keeping correct records is a must. - Work in accordance with key performance metrics

- Leadership and direction for customer service and tele-sales teams.- setting clear expectations and motivating team members.- Supervise and guide a team of customer service representatives, assigning tasks and monitoring performance.- Oversee day-to-day operations of the customer service team, managing inquiries and resolving issues in a timely manner.- Monitor and manage sales performance, tracking targets, analyzing sales data, and providing feedback and coaching for improvement.- Handle escalated customer complaints or complex issues, ensuring swift resolution and customer satisfaction.- Conduct performance evaluations and provide feedback, coaching, and support to help team members achieve their goals.- Develop and implement training programs to enhance team members' skills and projects knowledge.- Ensure the team delivers exceptional customer service, resolving customer issues and inquiries in a timely and satisfactory manner.

- Listening to recorded or live calls and reviewing chat transcripts, emails, or social media messages from customers and agents.- Assessing the agents’ performance based on predefined criteria such as professionalism, courtesy, accuracy, empathy, compliance, etc.- Providing feedback and coaching to the agents on how to improve their customer service skills and meet the quality standards of the company.- Identifying and reporting any issues or trends that affect the quality of customer service or customer satisfaction.- Conducting quality audits and preparing quality reports and statistics.- Recommending and implementing best practices and policies to enhance the quality of customer service and the customer experience.

- Answering phone calls, emails, chats, or social media messages from customers in a timely and professional manner.- Listening to customers’ needs and concerns, and providing accurate and relevant information or solutions.- Escalating complex or unresolved cases to the appropriate department or supervisor.- Documenting customer interactions and feedback in the CRM system.- Following up with customers to ensure their satisfaction and loyalty.- Maintaining a high level of product and service knowledge, and staying updated on the latest policies and procedures.- Collaborating with other team members and departments to achieve the company’s goals and objectives.