Technical Skills MS Office (Word, Excel, PowerPoint), Google Workspace (Docs, Sh

Provide high-quality customer support through phone, chat, and email, addressing inquiries related to billing, payments, account maintenance, and card services. Demonstrate empathy and professionalism in handling escalations, complaints, and sensitive customer concerns to ensure customer satisfaction and loyalty. Accurately process account updates, reversals, and adjustments while following company policies and compliance standards. Collaborate with team managers and training departments to improve call handling performance and enhance overall service quality. Meet and exceed key performance indicators (KPIs) such as Average Handle Time (AHT), Quality Assurance (QA), and Customer Satisfaction (CSAT) scores.

Conducts thorough investigations to locate individuals with delinquent or charged-off accounts using advanced skip tracing tools, databases, and open-source Utilizes resources such as LexisNexis, CLEAR, and social media platforms to verify current addresses, phone numbers, and employment information. Collaborates with collection teams to provide accurate and verified contact details, improving successful contact rates by 35%. Reviews and analyzes credit reports, utility records, and public databases to ensure data accuracy and compliance with FCRA and company policies. Prepares detailed investigative reports and maintains documentation for each case to support recovery efforts and legal proceedings. Maintains strict confidentiality and adheres to data privacy and security protocols at all times. Provides recommendations to management on process improvements to enhance trace efficiency and case turnaround time.

Handles outbound and inbound calls to collect payments on delinquent credit card and personal loan accounts while maintaining professionalism and empathy. Negotiates payment arrangements, settlements, and repayment plans based on customer’s financial capability in accordance with company policy and regulatory guidelines. Educates customers about account status, payment options, and financial responsibilities to help them regain good standing. Reviews and updates account information, documents collection efforts, and ensures accurate records in the system for audit and compliance. Coordinates with skip tracers and recovery teams to locate hard-to-contact customers and update valid information for collection follow-up. Ensures adherence to Fair Debt Collection Practices Act (FDCPA) and company compliance standards to maintain ethical collection practices. Collaborates with internal teams (customer service, payment processing, and legal) to resolve disputes and validate account details.

Monitors and manages employee attendance records, ensuring accurate logging of work hours, leaves, and overtime in the company’s timekeeping system (e.g., Kronos, Workday, or Oracle HCM). Reviews and validates daily, weekly, and monthly time entries to ensure compliance with company policies, local labor laws, and payroll deadlines. Coordinates with team leaders and HR to resolve discrepancies in attendance, shift schedules, and leave requests before payroll cut-off. Generates and submits timekeeping and attendance reports for payroll processing and management review. Handles timecard adjustments, schedule corrections, and overtime approvals in coordination with department supervisors. Provides assistance to employees regarding timekeeping inquiries, schedule changes, and leave balances in a timely and professional manner. Maintains confidentiality and ensures data accuracy to prevent payroll errors or compliance issues.

Collects, organizes, and analyzes operational and customer data to identify performance trends, process gaps, and opportunities for efficiency improvements. Utilizes tools such as Excel (Pivot Tables, VLOOKUP to generate dashboards, performance reports, and visual insights for management. Collaborates with operations, quality, and workforce teams to develop data-driven strategies that enhance productivity and customer experience. Monitors key metrics such as handle time, customer satisfaction, and collection performance, providing insights to support decision-making. Validates and cleans large data sets to ensure accuracy and reliability before reporting or automation uploads. Automates repetitive reports and data validation tasks, reducing manual effort and improving turnaround time. Presents analytical findings and recommendations to leadership in clear, actionable summaries and visual presentations.