BPO Specialist

Roles and Responsibilities\\Duties and Responsibilities:Resolve customer questions, complaints, and inquiries.Document within designated systems the detailed notes of all customer interactions and/or account transactions.Ensured customer contact information is contained within designated platforms by adding, deleting, and changing data as required.As necessary, educate the customer or their designated representative on the terms of the loan agreement.Meet minimum individual and departmental goals and service level benchmarks.Adhere to all company policies and procedures.Execute duties in accordance with all State and Federal laws inclusive of Fair Debt Collection Practices Act.Complete all designated GreenSky required actions, benefits selection, compliance training, etc.Required Competencies:Strong verbal and written communications skillsDisplayed sense of ownershipThe primary responsibilities of a collections representative would be:Managelargeamounts of incoming and outgoing callsAbility to understand the customer financial situation through FFQs, probing and providing assistance and plans to collect the dues.Should have a clear understanding of delinquency levels and buckets.Answer calls professionally to provide information about products and services, take/ cancel orders, or obtain details of complaints.Identify and assess customers needs to achieve satisfactionBuild sustainable relationships and trust with customer accounts through open and interactive communicationKeep records of customer interactions and transactions, recording details of inquiries, complaints, and comments, as well as actions taken. Process orders, forms and applications.Follow up to ensure that appropriate actions were taken on customers' requests.Refer unresolved customer grievances or special requests to designated departments for further investigation.Competencies and Skills RequiredCustomer Service Executive .