Credit & Collections Services Associate I

<p class="elementtoproof"><span>Through our dedicated associates, Conduent delivers mission-critical services and solutions on behalf of Fortune 100 companies and over 500 governments - creating exceptional outcomes for our clients and the millions of people who count on them. You have an opportunity to personally thrive, make a difference and be part of a culture where individuality is noticed and valued every day.</span></p> <style></style><br><p><strong>Credit & Collections Key Responsibilities</strong></p><p> </p><p><strong>Collections & Recovery</strong></p><ul style="list-style-type: disc;"><li><span>Contact customers by phone regarding past-due accounts.</span></li><li><span>Collect outstanding payments while adhering to company policies and regulatory requirements.</span></li><li><span>Negotiate payment arrangements and settlement options when appropriate.</span></li><li><span>Encourage customers to make immediate payments or commit to payment plans.</span></li><li><span>Follow up on broken promises to pay and unresolved accounts.</span></li><li><span>Escalate accounts according to established procedures.</span></li></ul><p><strong>Customer Service</strong></p><ul style="list-style-type: disc;"><li><span>Provide excellent customer service during all customer interactions.</span></li><li><span>Listen to and address customer concerns professionally.</span></li><li><span>Explain account balances, fees, payment options, and account status.</span></li><li><span>Resolve customer inquiries and disputes related to outstanding balances.</span></li><li><span>Maintain a positive relationship with customers while achieving collection objectives.</span></li></ul><p><strong>Account Management</strong></p><ul style="list-style-type: disc;"><li><span>Review customer accounts and payment history.</span></li><li><span>Update customer information and collection notes accurately.</span></li><li><span>Document all customer interactions in the collection system.</span></li><li><span>Monitor accounts to ensure timely follow-up activities.</span></li><li><span>Maintain confidentiality of customer and company information.</span></li></ul><p><strong>Compliance</strong></p><ul style="list-style-type: disc;"><li><span>Adhere to company policies, collection procedures, and applicable regulations.</span></li><li><span>Ensure all customer interactions are ethical and compliant.</span></li><li><span>Follow security and data privacy guidelines.</span></li><li><span>Maintain accurate and complete account records.</span></li><li><span><strong>Skills</strong></span></li><li><span>Excellent verbal and written communication skills.</span></li><li><span>Strong negotiation and persuasion abilities.</span></li><li><span>Ability to manage customer objections professionally.</span></li><li><span>Basic computer proficiency, including Microsoft Office applications.</span></li><li><span>Strong attention to detail and organizational skills.</span></li><li><span>Ability to work in a fast-paced environment and meet targets.</span></li><li><span><strong>Key Performance Indicators (KPIs)</strong></span></li><li><span>Amount collected versus target</span></li><li><span>Right-party contact rate</span></li><li><span>Promise-to-pay rate</span></li><li><span>Promise-to-pay kept rate</span></li><li><span>Collection productivity</span></li><li><span>Average handle time (AHT)</span></li><li><span>Quality assurance scores</span></li><li><span>Attendance and adherence</span></li><li><span>Customer satisfaction scores</span></li><li><span><strong>Core Competencies</strong></span></li><li><span>Communication</span></li><li><span>Negotiation</span></li><li><span>Customer Focus</span></li><li><span>Problem Solving</span></li><li><span>Time Management</span></li><li><span>Accountability</span></li><li><span>Resilience</span></li><li><span>Teamwork</span></li><li>Typing Speed Requirement 20WPM</li></ul><br><p class="elementtoproof">Conduent is an Equal Opportunity Employer and considers applicants for all positions without regard to race, color, creed, religion, ancestry, national origin, age, gender identity, gender expression, sex/gender, marital status, sexual orientation, physical or mental disability, medical condition, use of a guide dog or service animal, military/veteran status, citizenship status, basis of genetic information, or any other group protected by law.</p> <p class="MsoNormal">For US applicants: People with disabilities who need a reasonable accommodation to apply for or compete for employment with Conduent may request such accommodation(s) by submitting their request through this form that must be downloaded:  <a href="" target="_blank" rel="nofollow">click here to access or download the form</a>.  Complete the form and then email it as an attachment to <a href="mailto:FTADAAA@conduent.com" target="_blank" rel="nofollow">FTADAAA@conduent.com</a>. You may also <a href="" target="_blank" rel="nofollow">click here to access Conduent's ADAAA Accommodation Policy</a>.</p>