Collection from Citibank customer through a process of Telecalling
Contact Citibank Credit Card and Retail Product Customers on phone to educate / take feedback and follow-up on their overdue accounts for payments in adherence to policies and code of conduct
- Contact customers through outbound and inbound telephone calls in accordance with standard operating procedures.
- Provide information on customer account and understand the issue and reason for overdue payments.
- Provide professional, friendly environment and enter into a good relationship with the customers
- Manage challenging customers professionally and provide solutions – objection handling
- Probe into customer problems to identify his needs and by answering inquiries with the ultimate aim of providing a curing solution.
- Able to consistently communicate in a positive and enthusiastic manner; while handling customer complaints in an assertive manner.
- Use call/contact control techniques to provide efficient, high quality interactions with customers.
- Maintain detailed records of client interaction on the system and use the information for future interactions
- Update and perform on-line maintenance on system terminals as per requirements
- Ensure effective and timely follow-up as promised to customers
- Coordinate with the field staff to effectively establish contacts with the customers
- Ensure delivery on expected targets of resolutions and efficiencies
- Holds at least Diploma or Degree in any field.
- Previous experience in a Collections call center would be an added advantage.
- Should have excellent interpersonal and communication skills with good command of written and spoken Vietnamese and English
- A team player with commitment and initiative, service oriented, able to work under pressure, matured, motivated, meticulous and analytical and able to multi-task.
- Good understanding of Citibank customers, product and services.
- Working knowledge of specialized products, systems and services.
- Knowledge of Internet, Microsoft Office including email, MS Excel, MS Word and fax.
- High level of listening and comprehension skills. Able to probe for required information from customer.
- Assertive and able to manage in situations where there may be limited information.
- Should be self driven – go getter and take ownership of tasks assigned