Collections Specialist

Description:

Job Description Summary: As a Dutch 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 Dutch 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 assist with 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.

Your Day to Day:

• 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

What you need to bring:

• Fluency in Dutch and English

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

• 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

• Have a passion for helping and resolving customer issues

• Call center environment experience is advantageous but not essential