DirecciónThe Collections Specialist 5 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.
Responsibilities:
- 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.
Qualifications:
- 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
Education:
- High School diploma or equivalent
Escolaridad:
Licenciatura trunca o en curso de las siguientes áreas/especialidades: Administración, Economía, Finanzas, Mercadotecnia y/o Contabilidad.
Experiencia:
Mínimo 2 años de experiencia en puesto similar
Mínimo 2 años en área de Cobranza/operaciones de Seguros.
Conocimientos específicos y/o técnicos indispensables:
- Realizar llamadas telefónicas asignadas de acuerdo con el modelo de llamada proporcionado.
- Administración y registro de todas las llamadas realizadas, dictaminando correctamente (habilidad de captura rápida).
- Gestionar convenios de pagos para disminuir la prima pendiente.
- Realizar trámites de endoso para el cambio de conducto de cobro con la finalidad de aumentar la efectividad de Cobranza.
- Cobros en TPV y medios intermedios como cobro en línea.
- Conocimientos básicos de los procesos operativos de una póliza.
- Resolución de aclaraciones recibidas por los diferentes canales
- Dar seguimiento para que el área de Operación CFDI elabore los recibos y/o complementos de pago.
- Conciliación de recibos cobrados contra contabilidad reportada.
- Experiencia indispensable en giro de Seguros: aplicación de primas en depósitos, devoluciones, endosos, siniestros etc,.
- Excel intermedio (cruces de base de datos, formulas, tablas dinámicas).
- Garantizar la correcta aplicación del pago en las cuentas correspondientes.
Habilidades:
- Actitud de servicio
- Personalidad sociable
- Buen trato y negociación con clientes (Indispensable)
- Gusto por solución de problemas
- Trabajo en equipo
- Excelentes capacidades de organización y de gestión del tiempo
- Atención a los detalles
- Capacidad de análisis
- Proactividad
- Tolerancia a la frustración
- Adaptabilidad al cambio
- Trabajo en equipo
- Compromiso
- Orientación a resultados
- Sentido de urgencia
- Apego a normas
Funciones generales:
- Cumplir con las llamadas y contacto con el cliente para que exista una gestión de cobro vs la meta establecida (mensual y diaria).
- Tener el tiempo de conexión mínimo necesario.
- Revisar las métricas KPIS de productividad diariamente para mejorar el resultado.
- Registrar y/o dictaminar el resultado de cada llamada realizada.
- Dar seguimiento a la cartera asignada para revisar promesas de pago y confirmar que ya la póliza ya no se encuentre pendiente de cobro.
- Realizar conciliaciones contables diarias de las pólizas asignadas y cobradas en cada etapa del proceso.
- Colaborar con otros departamentos/áreas para garantizar la cobranza de la cartera asignada.
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Job Family Group:
Operations - Collections Default-------------------------------------------------
Job Family:
Core Collections------------------------------------------------------
Time Type:
Full time------------------------------------------------------
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