The Collections Specialist performs relatively complex assignments. Has direct impact on the business by ensuring the quality of the tasks or services provided.
Works under little to no direct supervision. May service an expansive and / or diverse array of products / services. Applies working knowledge of technical and professional principles and concepts and in depth knowledge of team objectives.
Understands how assigned duties contribute to the work of the team / unit and how the units coordinate their efforts and resources to achieve the objectives of the function.
Ensures the quality and service of self and others. May recommend new options to enhance productivity in accordance with guidelines.
Requires tact and diplomacy when exchanging complex or sensitive information with others. Is sensitive to audience diversity.
Basic knowledge of the organization, the business and its policies required. Typically responsible for resolving basic to moderately complex problems based on practice and precedence.
Able to assess applicability of similar experiences and evaluate options under circumstances not covered by procedures.
Performs Collection Specialist 3 duties plus the following : Uses advanced negotiation skills to resolve escalated calls.
Coaches less experienced collectors. Prioritizes workflow, and identifies process improvements by applying technical principles and techniques.
Interprets procedures and instructions to choose among alternatives to seek resolution. Works under little to no direct supervision.
May support an expansive and or diverse array of products services. Applies working knowledge of technical and professional principles and concepts and in depth knowledge of team objectives;
and, impacts the business by ensuring the quality of the tasks or services provided. Understands how assigned duties contribute to the work of the team unit and how the units coordinate their efforts and resources to achieve the objectives of the function.
Carry out collections management to the client portfolio with outstanding balance in order to regularize the client's debt and mitigate the risk from old credit s
Offer the client all the information of their credit and debt via telephone, in order to make effective collection management maintaining the quality standards required
Update the data of unlocatable customers in arrears, through the CACS system, verifying their information and data history;
with the purpose of locating them and being able to carry out collection management.
Orient the client according to their requirements and needs to other areas : Customer Services, retention, Citiphone
Comply with the strategies designed for Front End
Contribute to the monthly productivity standards of the Business.
Comply with monthly efficiency goals in buckets
Identify inconsistencies in the Collections systems that affect the products of the clients.
Offer Negotiation strategies, according to the client's specific situation or route the case to Remedial, or supervisor to offer the client alternative payment according to their condition
actively participate in the fulfillment of our Shared Responsibilities
Appropriately assess risk when business decisions are made, demonstrating particular consideration for the firm's reputation and safeguarding Citigroup, its clients and assets, by driving compliance with applicable laws, rules and regulations, adhering to Policy, applying sound ethical judgment regarding personal behavior, conduct and business practices, and escalating, managing and reporting control issues with transparency.
2-4 years of experience in the collection area
I work under pressure negotiation ease of speech leadership adaptability
Ability to adjust quickly to changes and reprioritization in the market, client needs or organizational issues while remaining focused
Bachelor degree or equivalent
Contact Citibank Credit Card and Retail Product Customers on phone to educate / take feedback and follow-up on their overdue accounts for payments in adherence to policies and code of conduct
Contact customers through outbound and inbound telephone calls in accordance with standard operating procedures.
Provide information on customer account and understand the issue and reason for overdue payments.
Provide professional, friendly environment and enter into a good relationship with the customers
Manage challenging customers professionally and provide solutions objection handling
Probe into customer problems to identify his needs and by answering inquiries with the ultimate aim of providing a curing solution.
Able to consistently communicate in a positive and enthusiastic manner; while handling customer complaints in an assertive manner.
Use call / contact control techniques to provide efficient, high quality interactions with customers.
Maintain detailed records of client interaction on the system and use the information for future interactions
Update and perform on-line maintenance on system terminals as per requirements
Ensure effective and timely follow-up as promised to customers
Coordinate with the field staff to effectively establish contacts with the customers
Ensure delivery on expected targets of resolutions and efficiencies
Holds at least Diploma or Degree in any field.
Previous experience in a Collections call center would be an added advantage.
Should have excellent interpersonal and communication skills with good command of written and spoken Vietnamese and English
A team player with commitment and initiative, service oriented, able to work under pressure, matured, motivated, meticulous and analytical and able to multi-task.
Good understanding of Citibank customers, product and services.
Working knowledge of specialized products, systems and services.
Knowledge of Internet, Microsoft Office including email, MS Excel, MS Word and fax.
High level of listening and comprehension skills. Able to probe for required information from customer.
Assertive and able to manage in situations where there may be limited information.
Should be self driven go getter and take ownership of tasks assigned
Job Family Group :
Operations - Collections Default
Job Family : Core Collections
Time Type : Full time