Senior Process Associate - Voice - LTC - Collections & Helpdesk

Job Summary

This role focuses on managing customer interactions for collections and helpdesk processes within a team environment. The individual is expected to demonstrate developing proficiency in handling complex calls, maintaining accurate records, and supporting team training initiatives. They contribute to the effectiveness of collections and customer service operations by applying foundational communication and process skills.

Key Responsibilities

1. Apply LTC-Collections & Helpdesk skills using telephony systems to manage inbound and outbound customer calls for collections, ensuring timely and professional communication regarding outstanding payments.
2. Utilize communication skills to negotiate payment arrangements and resolve basic customer disputes following established procedures, escalating unresolved issues as needed.
3. Support the collections process by monitoring accounts through internal tools, identifying overdue payments, and updating customer records accurately in the system.
4. Use customer service support skills to address routine inquiries, troubleshoot standard OTC process issues, and document all interactions in the designated CRM platform.
5. Participate in process improvement activities by providing feedback on call handling practices and suggesting ways to enhance efficiency within the team.
6. Assist with onboarding and training of new team members by sharing foundational knowledge and demonstrating effective call handling techniques.
7. Ensure compliance with company policies and industry standards by following prescribed guidelines and maintaining up-to-date records of all support and collection activities.

Skill Requirements

1. Basic Understanding Of Ltc Collections & Helpdesk Processes And Accounts Receivable Management.
2. Familiarity With Telephony Systems And Crm Tools For Customer Interaction Documentation.
3. Fundamental Knowledge Of Customer Service Support Practices, Including Call Handling And Issue Escalation.
4. Good Verbal And Written Communication Skills For Interacting With Customers And Team Members.
5. Ability To Follow Established Procedures For Compliance And Record Keeping.

Other Requirements

1. Optional but valuable: Certification in Customer Service (e.g., HDI Customer Service Representative) or Collections (e.g., ACA International’s Professional Collection Specialist) is beneficial for foundational knowledge.