As a Collections Specialist, your goal is to deliver best-in-class service to our customers while taking problem solving and customer service to a new level. You will also uphold the highest level of customer service while supporting customers who find themselves financially (or non-financially) vulnerable. 

As a Collections Specialist, you will engage with PayPal customers where a missed payment has occurred on their account, performing a range of collection duties including providing guidance and education to customers in order to avoid help them get back on track whether this be short term or long term difficulties. You will ascertain what level of support each customer needs, based on their unique situation, and have access to a number of Forbearance options to help customers get back on track. You will show a strong level of empathy and understanding of each customer circumstance and always put the customer at the forefront.

*Fluency in English and Dutch required for this role*

Responsibilities:

·         Reach out to customers via automated Dialer system and email transmission to negotiate payment solutions for their accounts with the aim to bring those back into good standing

·         Construct individually tailored solutions while being in compliance with FCA guidelines (TCF, Vulnerable customers etc).

·         Educate customers on different forbearance options available and relevant impact to Credit Bureaus

·         Maintain and promote a positive attitude while meeting production and quality goals.

·         Display initiative to take on additional responsibilities geared towards professional growth and development.

·         Ensure quality and “right customer outcome” is upheld for every customer contact

Competencies:

·         Customer Focus

·         Drive for Results

·         Problem Solving

·         Composure

·         Listening

·         Functions/Technical Skills

·         Teamwork

Preferred Qualifications:

·         Strong communication skills, excel at customer interaction

·         Strong verbal (phone) communication skills: actively listen and speak clearly to customers

·         Strong written (email) communication skills: use proper grammar and punctuation

·         Well-developed sense of urgency and follow through

1 to 4 years of call center environment experience

·         Fluency in English

·         Ability to learn and adapt to new systems and software changes

·         Strong working knowledge of external systems and PC based internet and software applications (The Internet, Microsoft Office - Outlook, Word, and Excel)

·         Ability to communicate effectively via email and phone using effective grammar and punctuation

·         Well-developed sense of urgency and follow through

·         Ability to develop and maintain professional working relationships with co-workers and peers

·         Ability to adapt to an ever-changing environment which requires flexibility, especially around processes and shifts (which are subject to change and which can include Saturday work and some late evenings)

·         Have a passion for helping and resolving customer issues