Customer Engagement Associate (Debt Collection)

Position Title: Customer Engagement Associate (Debt Collection)

Location: Karachi, Pakistan

Company: Sortitt

About Us: Welcome to Sortitt, the revolutionary marketplace that's reshaping the future of resource acquisition. As a dynamic platform, Sortitt connects businesses with top-tier resources across the globe, transcending traditional constraints. Our cutting-edge approach delivers tailored solutions that precisely match client demands, creating opportunities for professionals seeking remote engagements. At Sortitt, resources are available on demand, and clients are empowered with diverse choices to ensure the best talent with matching skills. Join us in revolutionizing talent sourcing where innovation, flexibility, and growth converge to redefine success in the modern workforce.

Job Summary: The Customer Engagement Associate (Debt Collection) will lead a team of debt collectors to ensure the timely recovery of outstanding debts while maintaining a positive relationship with customers. The role involves setting performance targets, monitoring team productivity, providing coaching and guidance, and ensuring compliance with all legal and regulatory requirements.

Key Responsibilities:

Team Supervision:

• Lead and supervise a team of debt collection agents to meet recovery targets.
• Monitor daily, weekly, and monthly performance, providing feedback to improve productivity.
• Conduct regular one-on-one meetings and team huddles to discuss goals, challenges, and strategies.
• Ensure staff follow communication protocols to maintain positive relationships with customers.

Debt Recovery:

• Implement debt collection strategies and processes that align with company policies.
• Manage the escalation of complex cases, ensuring that they are resolved promptly and appropriately.
• Negotiate repayment plans and settlements within established guidelines.
• Monitor overdue accounts and take action in line with company and regulatory standards.

Customer Engagement:

• Ensure that all customer interactions are professional and solutions-driven, aiming to recover debts while retaining positive relationships.
• Handle customer complaints and disputes in a timely and professional manner.
• Ensure the team uses appropriate communication methods (phone, email, messaging) to engage with customers.

Compliance & Reporting:

• Ensure compliance with all debt collection laws and regulations, such as [mention relevant local laws].
• Prepare regular reports on team performance, delinquency rates, collections achieved, and action plans.
• Track key performance indicators (KPIs) and provide feedback to management for process improvements.
• Stay updated on industry best practices and regulatory changes affecting debt collection.

Training & Development:

• Provide ongoing training, coaching, and development for the debt collection team.
• Develop and update training materials and manuals for the team.
• Identify skill gaps and implement training sessions to improve collection techniques and customer engagement.

Qualifications and Skills:

Education & Experience:

• Bachelor’s degree in Finance, Business Administration, or a related field.
• 3+ years of experience in debt collection, customer engagement, or a related field, with at least 1 year in a associate role.

Skills:

• Strong leadership and team management skills.
• Excellent negotiation, communication, and interpersonal skills.
• Ability to remain calm and professional under pressure.
• Proficiency in MS Office (Word, Excel) and debt management software.
• Knowledge of debt collection laws and compliance standards.

Personal Attributes:

• Results-oriented with a strong drive to achieve targets.
• Problem-solving mindset with a customer-first approach.
• High level of integrity and attention to detail.
• Ability to handle difficult conversations with empathy and professionalism.

Benefits:

• Competitive compensation package.

• Opportunities for professional development and advancement within the company.

• Exposure to a dynamic and innovative work environment.

• Health benefits package, including medical.

• Collaborative and team-oriented work culture.

Equal Opportunity Employer:

Sortitt values diversity and inclusion in its workforce. We encourage candidates from all backgrounds and experiences to apply.