1. Empathy and Active Listening – Understanding and responding to customer needs with empathy, especially in difficult situations like overdue payments.
2. Negotiation Skills – Effectively negotiating repayment plans and settlements that balance the interests of both the debtor and the company.
3. Time Management – Efficiently planning and prioritizing customer visits to maximize productivity within given timeframes.
4. Communication Skills – Clearly explaining debt details, repayment options, and consequences in an understandable and professional manner.
5. Conflict Resolution – Handling disputes and managing difficult conversations with professionalism and tact.
Roles and Responsibilities:
1. Customer Service
• Maintain a respectful and empathetic approach in all interactions with customers.
• Visit customers at their residences or places of business to discuss overdue payments and collect outstanding debts.
• Clearly explain the details of their debt, repayment options, and the consequences of non-payment.
• Negotiate repayment plans and settlements with customers in a manner that is feasible for the debtor and beneficial for the company.
• Provide clear information to customers about the process for reclaiming their assets, if applicable, and any remaining obligations they may have.
• Handle customer inquiries and disputes related to repossession with empathy and professionalism.
2. Time Management
• Plan and manage daily schedules to maximize the number of effective customer visits with the time frame given.
• Prioritize visits based on the likelihood of successful collection.