About the role:
Enova operates multiple consumer lending brands, each with distinct offerings and customer criteria. In the role of a Collections Representative, you will specialize in one brand through our comprehensive 4-week training program. Following the completion of training, your responsibilities will involve reaching out to customers, identifying solutions, and assisting them in maintaining consistent loan payments. This role requires comfort and proficiency in working with customers through challenging situations.
Responsibilities:
- Efficiently manage both incoming and outgoing calls to address customers with overdue loan payments
- Work with customers to find solutions for overdue accounts, negotiate payment plans, and facilitate arrangements for bringing accounts up to date
- Address customer concerns and resolve issues related to overdue payments, demonstrating empathy and professionalism
- Maintain effective communication with customers, explaining the consequences of overdue payments and providing assistance in resolving financial issues.
- Update and maintain accurate records of customer interactions, payment arrangements, and any other relevant information in Enova’s database
Requirements:
- 1 or more years of collections experience
- Experience in a call center setting is preferred
- Proficient in phone communication and verbal skills, with a keen ability to actively listen
- Familiarity with CRM systems and their practices
- Customer-centric approach with adaptability to various personality types
- Strong multitasking abilities, adept at setting priorities and managing time effectively
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