F520 Recover Payments Specialist

at  LTVplus

DESCRIPTION

Recover Payments is an LTVplus-powered business that focuses primarily on recovering payments from failed payments to assist its clients in lowering the churn brought on by delinquency.
The specialist selected for this role will be reaching out to customers via phone calls, emails, or SMS to recover payments. The specialist is expected to strategize with the team coach and CSM to optimize processes to yield better results, capture information on churned or canceled accounts, and have it documented for client insight.

REQUIREMENTS

Preferred Specialist:

• Highly experienced in customer service, specifically in collections.
• Very good command of the English Language with exceptional verbal and written communication skills
• Experienced in winning back customers.
• Must be empathetic and patient and have the ability to simplify complex information for customers.
• Must be a fast learner, critical thinker, and problem solver.
• Must be able to do outbound calls.
• Have a pleasant telephone personality
• Computer skills with emphasis on the accuracy of obtaining payment information

Skills

• Empathy
• Outgoing personality
• Active listener
• Problem solver and critical thinker
• Time management/organized
• Able to remain calm, respectful, organized, and focused with dissatisfied or angry customers, refrain from opinionated answers, and recognize when additional help is needed to help find an appropriate solution
• Adaptability

RESPONSIBILITIES

• The specialist will be recovering failed payments via various channels and is expected to:
• Reach out to churned customers via different channels (Emails, Calls, and SMS) to update cards
• Reach out to churned customers to gather feedback on why they canceled
• Reach out to active users who have set their account to cancel at the end of the billing period to see what we can do to keep their business
• Keep track of their success and strategize with the team to improve their work