What does a successful Collections Customer Service Representative do? At Fiserv, a Collections Customer Service Representative is a key player in our commitment to supporting our clients' financial services customers. You will provide exceptional telephonic service, engage with customers efficiently, and help resolve overdue credit card payments, embodying our client-centric approach. Your role is pivotal to upholding our mission of delivering excellence and inspiring trust.
What you will do:
Handle inbound and outbound calls, providing brilliant customer service on behalf of our clients.
Understand customer needs and provide account management solutions, processing changes to contact and payment details.
Support customers throughout their account's lifecycle—from opening to closure.
Complete payment solutions, including debit card handling.
Solve problems and find positive outcomes for any customer-related issues.
Operate within an FCA-regulated environment, aligning with Fiserv's expectations and client requirements.
What you will need to have:
Proficiency in computer usage.
Ability to thrive on flexible working hours.
Customer experience skills to handle complex queries competently.
Confident, empathetic telephone manner for challenging situations.
Strong organizational skills to manage multiple systems while communicating effectively.
Problem-solving skills to resolve complaints and find appropriate solutions.
Drive to exceed performance metrics like quality, handling times, promise rates, and promoter scores.
High attention to detail, adhering to processes and terms and conditions.
Resilience to increased demand and changes.
What would be great to have:
Previous experience in a collections or customer service role.
Familiarity with FCA regulations.
Ability to work in a fast-paced and dynamic environment.
Excellent communication and interpersonal skills.
Experience with handling financial transactions.
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