Customer Retention Agent

This agent is responsible for conducting the soft collections on behalf of Quick Stop

Personal Finance Center in accordance with the Collections Life Cycle. The agent responsibility includes

developing payment plans, locating debtors and negotiating debt payments. Key responsibility is

facilitating collections so that customer does not turn over to our legal collectors, while providing

complete and accurate information.

Primary duties and responsibilities

1. Contribute to the department in meeting performance and revenue targets in alignment to

company’s goals set for the Call Center primarily for the Collections Department

2. Conduct Collection tactics particularly for all customers who are 4 – 90 days past due in

accordance with connection & collection strategy

3. Have a complete understanding of all collection’s strategies offered so that they can be translated

efficiently to customers,

4. Update and ensure customer information accuracy

5. Set up payment plans and arrangements

6. Meet or Exceed Collection Targets based on specific KPI’s established

7. Always maintain Quality Control Standards

8. Preparing salary deduction request from Customer’s employers

9. To answer soft collection related incoming calls normally directed to the branches, responding to

customer inquiries in most cases and transferring to respected personnel if necessary

10. Have complete understanding of all products and services offered so that they can be translated

efficiently to customers, including requirements. (If a sales agent is not available)

11. Continuously updating customer information

12. Any other duties assigned

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements

that follow are representative of knowledge, skills and/or abilities required.

Education 

A Highschool Diploma or equivalent (Honour Roll).

Work Experience

 2 years’ experience at a reputable call center

(Equivalent combination of education with work experience will be considered)

Knowledge/Skills/Abilities

Working knowledge of principles to provide excellent Collections

Proficient in using Microsoft Excel, Word and PowerPoint § Highly motivated and target driven with a proven track record in Collections § Take initiative and work independently and team setting § Excellent oral and written communication (Spanish a plus) § Strong Negotiation Skills Attitude and Behaviours § Proactive § Persuasive § Sales Driven § Approachable § Self Motivated

Working Environment

The agent will be located at the Matalon Building, operating under the rules associated with the site.

Dress Code in effect and a time off schedule shared. Agent is required to work 40 hours weekly with 1

hour lunch and 2 fifteen minutes break; deviating from this will result in time back from time off rotations