Credit & Collections Services Associate I

About the Role

Join Conduent in Montego Bay as a Credit & Collections Services Associate, delivering essential services for Fortune 100 companies and numerous government agencies. Conduent values individuality and fosters a supportive culture where your contributions have significant impact.

Primary Duties

• Contact customers by telephone concerning overdue accounts.
• Collect due payments within company guidelines and regulatory frameworks.
• Negotiate payment plans and settlements when applicable.
• Encourage customers to make immediate payments or agree to payment arrangements.
• Follow up on missed payments and unresolved accounts.
• Escalate accounts following established protocols.
• Offer exemplary customer service in every interaction.
• Professionally address and resolve customer concerns and disputes.
• Explain account details including balances, fees, and payment options.
• Maintain positive customer relationships while meeting collection goals.
• Review accounts and payment histories regularly.
• Update customer details and document collection activities accurately.
• Monitor accounts to ensure timely follow-up.
• Maintain confidentiality of customer and company data.
• Comply with company policies, collection procedures, and legal regulations.
• Ensure ethical, secure, and privacy-compliant customer interactions.

Required Skills

• Strong verbal and written communication capabilities.
• Effective negotiation and persuasion skills.
• Professional handling of customer objections.
• Basic proficiency with computers, including Microsoft Office suite.
• Detail-oriented with solid organizational abilities.
• Able to thrive in a fast-paced environment and achieve targets.

Performance Metrics

• Collections compared to targets.
• Rate of successful customer contacts.
• Commitments to pay and adherence to those promises.
• Overall collection productivity.
• Average handling time for calls.
• Quality assurance ratings.
• Attendance and adherence to schedules.
• Customer satisfaction scores.

Core Competencies and Additional Information

• Communication, negotiation, customer focus, problem-solving, time management, accountability, resilience, and teamwork.
• Typing speed minimum of 20 words per minute.

Diversity and Inclusion

Conduent is dedicated to Equal Employment Opportunity and does not discriminate based on multiple protected characteristics including race, religion, gender identity, disability status, veteran status, and others. Applicants requiring accommodations for disabilities can request them through the company’s designated process.