Job Description

Role Purpose

The primary objective of the Collections Specialist role at Wipro to deliver high-quality support throughout the collections process. Your core responsibilities will include proactively addressing and resolving client issues through direct engagement or, when necessary, timely escalation to maintain compliance with established process Service Level Agreements (SLAs). This role demands a strong focus on customer satisfaction, retention, and ensuring accurate handling of information to streamline operations.

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Qualifications:

• A minimum of 1 year of experience in collections across any sector, demonstrating a solid understanding of the collections process.

• 2 years of contact center experience preferred, showcasing your ability to handle customer inquiries effectively.

• Educational background: College Graduates or High School Graduates are encouraged to apply.

• Exceptional oral and written communication skills, complemented by effective listening abilities.

• A customer-centric approach, emphasizing empathy and understanding in all interactions.

• Strong attention to detail to ensure accuracy in data management and reporting.

• Proficiency in computer applications, specifically MS Office and a good understanding of internet-based tools.

• Ability to handle customer interactions politely and professionally to instill confidence.

• Flexibility to work in shifts, accommodating varying schedules as needed.

• Dependable and goal-oriented, with a proven ability to meet targets.

• Desirable: Insight into self and others to foster effective communication and teamwork.

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Responsibilities:

• Manage delinquent accounts and execute dedicated collection activities with sensitivity and professionalism.

• Engage with customers through calls to update them on their account status and facilitate the collection of overdue amounts.

• Skillfully negotiate with customers in a firm yet respectful manner to achieve successful resolution of outstanding debts.

• Update internal systems and document service requests based on customer interaction feedback.

• Consistently adhere to relevant laws and regulations in all collection activities to maintain ethical standards.

• Coordinate effectively with internal departments and external partners to gather necessary information for customer inquiries.

• Ensure that each customer receives the right service to enhance satisfaction and trust.

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Deliver

		**No Performance Parameter Measure**

		1
		Process
		No. of cases resolved per day, compliance to process and quality standards, meeting process level SLAs, Pulse score, Customer feedback

		2
		Self- Management
		Productivity, efficiency, absenteeism, Training Hours, No of technical training completed