Customer Service Associate

About Markytics.AI

Markytics is a team of experienced data science and machine learning experts focused on building strategic partnerships to help clients enhance profitability and customer value through advanced data analytics and statistical modeling. We serve as a global analytics and insights provider enabling organizations to gain deep understanding of customer decision-making, enhance customer experience, and improve customer management across various business scales.

Key Responsibilities

• Make outbound calls to customers with overdue loan payments to encourage payment commitments.
• Address customer concerns by handling objections, negotiating, and motivating repayment of outstanding dues.
• Utilize structured rebuttals to respond to common issues such as financial hardship, disputes, and unreachable contacts.
• Accurately document call results, customer commitments, and interactions within the system.
• Collaborate with branch and field teams for daily collection tasks and account-specific follow-ups.
• Monitor progress against daily targets, review previous day conversions, broken promises, and default reasons.
• Identify key accounts requiring on-site visits and coordinate with field teams accordingly.
• Utilize Markytics.AI platforms to track calling activity, conversions, resolutions, and collection metrics.
• Generate reports on portfolio performance and collections regularly—daily, weekly, and monthly.
• Analyze portfolio trends and provide recommendations to improve collection processes.
• Maintain and reconcile accurate customer and collection data while overseeing workflow and performance indicators.