Customer Support Collections Specialist

Inclusively is partnering with a financial services company to hire a Business Support Specialist II - Discretionary Trading. **Please note: this role is NOT an internal position with Inclusively but with the partner company.**

ABOUT INCLUSIVELY:

Inclusively is a digital tech platform that empowers job seekers with disabilities, caregivers, and veterans by using Success Enablers–accommodations and personalized workplace modifications that help all job seekers reach their full potential and excel. This includes all disabilities under the ADA, including mental health conditions (e.g. anxiety, depression, PTSD), chronic illnesses (e.g. diabetes, Long COVID), and neurodivergence (e.g. autism, ADHD).

Create your profile, select Success Enablers, and connect to jobs from our partnered employers who are committed to creating diverse and inclusive teams. When registering, you must acknowledge that this platform is for people with disabilities, caregivers, and veterans. However, Inclusively does not require candidates to disclose their specific disability to join the platform.

To be successful as a Customer Support Collections, you should have experience with:

• Working experience within collections or customer service
• Moderate computer literacy
• Verbal and written communication skills

Some other highly valued skills may include:

• Knowledge within a banking or credit card role
• Ability to be accurate and responsive
• Dependable work ethic

Accountabilities

• Provision of excellent customer service, adherent to policies and procedures, by responding and resolving customer requests and inquiries effectively.
• Collaboration with internal stakeholders, including the relevant risk management teams, to align collection activities and comply with regulatory requirements and internal processes.
• Collaboration across functional projects and initiatives to support the broader business operations team.
• Support the business operation function team with day-to-day collection activities including customer service, risk management and compliance.
• Communication to customers with outstanding loans and/or credit card payments to negotiate payment arrangements and resolve any financial delinquencies.
• Maintenance of accurate and up-to-date records of all collection activities, including customer interactions, payment plans and account status updates.
• To collaborate with customers and negotiate repayment arrangements on outstanding loans/credit card repayments.

Analyst Expectations

• To meet the needs of stakeholders/ customers through operational excellence and customer service
• Perform prescribed activities in a timely manner and to a high standard
• No people leadership roles at this grade.
• Execute work requirements as identified in processes and procedures, collaborating with and impacting on the work of team members.
• Identify escalation of policy breaches as required.
• Take responsibility for customer service and operational execution tasks.
• Take ownership for managing risk and strengthening controls in relation to the work you own or contribute to. Deliver your work and areas of responsibility in line with relevant rules, regulation and codes of conduct.
• Gain and maintain an understanding of own role, how the team integrates to achieve overall objectives, alongside knowledge of the work of other teams within the function.
• Work within well-defined procedures that may involve a variety of work routines.
• Demonstrate an understanding of the procedures.
• Evaluate and select the appropriate alternatives from defined options.
• Make judgements based on the analysis of factual information.
• Build relationships with stakeholders and customers to identify and address their needs, in support of a smooth operating process, handling sensitive issues as required.