Objective of the Role:
The owner of the position stewards self-responsible under the business scope of the customers assigned to them. The aim is to minimize risks, failures and losses by considering and respecting all internal and external requirements.
The focus of Retail Collections department is loss mitigation through negotiating with customers to reach a payment arrangement. If payment arrangements are not possible the department is responsible for taking actions that reduces the potential credit loss our client.
Main Responsibilities:
• Responsible for retail areas – Negotiate with customer to collect monthly installments from customers facing a problem of high arrears by using available technology while adhering to regulatory requirements.
• Use negotiation tools to determine a customer’s reason for delinquency. Provide proactive thinking to assist customer in determining the proper resolution (payment, restructure, voluntary surrender).
• Provide restructuring agreements to qualified customers
• Provide support to collections third parties (B2B)
• Manage of incoming/outcoming calls, emails, letters, faxes and payments allocations.
Education / Professional Experience / Competencies:
Strong foreign language skills: Dutch C1 and English B2
Call center experience for a minimum of 6 months (inbound AND outbound calls)
Basic knowledge of leasing and financing (nice to have)
Banking or commercial vocational training preferable (nice to have)
Initial experience in receivables management or customer service
Good knowledge in the area of conflict management and customer interaction
Strong communication skills, flexibility, negotiation skills, and assertiveness
Teamwork skills as well as reliability and an independent working style
Ability to make decision based on context and risk analysis
Fast learner