<p class="elementtoproof"><span>Through our dedicated associates, Conduent delivers mission-critical services and solutions on behalf of Fortune 100 companies and over 500 governments - creating exceptional outcomes for our clients and the millions of people who count on them. You have an opportunity to personally thrive, make a difference and be part of a culture where individuality is noticed and valued every day.</span></p> <style></style><br><p><strong>Credit & Collections Services Associate</strong></p> <p><strong>Location: Montego Bay</strong></p> <p> </p> <p><strong>Key Responsibilities</strong></p> <p><strong>Collections & Recovery</strong></p> <ul> <li>Contact customers by phone regarding past-due accounts.</li> <li>Collect outstanding payments while adhering to company policies and regulatory requirements.</li> <li>Negotiate payment arrangements and settlement options when appropriate.</li> <li>Encourage customers to make immediate payments or commit to payment plans.</li> <li>Follow up on broken promises to pay and unresolved accounts.</li> <li>Escalate accounts according to established procedures.</li> </ul> <p><strong>Customer Service</strong></p> <ul> <li>Provide excellent customer service during all customer interactions.</li> <li>Listen to and address customer concerns professionally.</li> <li>Explain account balances, fees, payment options, and account status.</li> <li>Resolve customer inquiries and disputes related to outstanding balances.</li> <li>Maintain a positive relationship with customers while achieving collection objectives.</li> </ul> <p><strong>Account Management</strong></p> <ul> <li>Review customer accounts and payment history.</li> <li>Update customer information and collection notes accurately.</li> <li>Document all customer interactions in the collection system.</li> <li>Monitor accounts to ensure timely follow-up activities.</li> <li>Maintain confidentiality of customer and company information.</li> </ul> <p><strong>Compliance</strong></p> <ul> <li>Adhere to company policies, collection procedures, and applicable regulations.</li> <li>Ensure all customer interactions are ethical and compliant.</li> <li>Follow security and data privacy guidelines.</li> <li>Maintain accurate and complete account records.</li> </ul> <p><strong>Skills</strong></p> <ul> <li>Excellent verbal and written communication skills.</li> <li>Strong negotiation and persuasion abilities.</li> <li>Ability to manage customer objections professionally.</li> <li>Basic computer proficiency, including Microsoft Office applications.</li> <li>Strong attention to detail and organizational skills.</li> <li>Ability to work in a fast-paced environment and meet targets</li> </ul> <p><strong>Key Performance Indicators (KPIs)</strong></p> <ul> <li>Amount collected versus target</li> <li>Right-party contact rate</li> <li>Promise-to-pay rate</li> <li>Promise-to-pay kept rate</li> <li>Collection productivity</li> <li>Average handle time (AHT)</li> <li>Quality assurance scores</li> <li>Attendance and adherence</li> <li>Customer satisfaction scores</li> </ul> <p><strong>Core Competencies</strong></p> <ul> <li>Communication</li> <li>Negotiation</li> <li>Customer Focus</li> <li>Problem Solving</li> <li>Time Management</li> <li>Accountability</li> <li>Resilience</li> <li>Teamwork</li> <li>Typing Speed Requirement 20WPM</li> </ul><br><p class="elementtoproof">Conduent is an Equal Opportunity Employer and considers applicants for all positions without regard to race, color, creed, religion, ancestry, national origin, age, gender identity, gender expression, sex/gender, marital status, sexual orientation, physical or mental disability, medical condition, use of a guide dog or service animal, military/veteran status, citizenship status, basis of genetic information, or any other group protected by law.</p> <p class="MsoNormal">For US applicants: People with disabilities who need a reasonable accommodation to apply for or compete for employment with Conduent may request such accommodation(s) by submitting their request through this form that must be downloaded:  <a href="" target="_blank" rel="nofollow">click here to access or download the form</a>.  Complete the form and then email it as an attachment to <a href="mailto:FTADAAA@conduent.com" target="_blank" rel="nofollow">FTADAAA@conduent.com</a>. You may also <a href="" target="_blank" rel="nofollow">click here to access Conduent's ADAAA Accommodation Policy</a>.</p>