Let's tomorrow, together.At Ubiquity, we live by the mantra head, heart, and hustle. Head because we use our collective industry know-how to always push ourselves, our clients, and our programs to be the best they can be. Heart because we are always gracious with our time, our collaboration, and with one another. And Hustle because we have grit, tenacity, perseverance, and a proven track record of meeting and exceeding goals—every person, in every role, for our company and our clients.Sound like the right fit? Your tomorrow looks bright at Ubiquity.Your Role:POSITION SUMMARY:As a Soft Collections Agent, you will engage with customers through live calls to address their inquiries, resolve issues, andprovide troubleshooting assistance. Your role on the front line of customer service is crucial, requiring you to communicateeffectively and empathetically with customers. Excellent speaking, reading, and customer service skills are essential toensure positive and supportive interaction, helping customers manage their accounts and find amicable solutions.ESSENTIAL FUNCTIONS:▪ Utilize Computer Technology: Efficiently handle high call volumes using advanced computer systems.▪ Stay Updated: Remain informed about all products and services offered by our client by regularly checking for updates. This ensures you can assist customers as effectively as possible.▪ Develop Customer Service Solutions: As the first point of contact, observe and track general patterns and trends when communicating with customers. Provide suggestions for improving customer service based on these observations.▪ Maintain KPI Targets: Consistently meet internal and external key performance indicator (KPI) targets.▪ Handle Complaints: Address customer complaints, provide appropriate solutions and alternatives within specified time limits, and follow up to ensure resolution. Report recurring issues to the floor supervisor or account manager for escalation.▪ Build Rapport: Establish and maintain positive relationships with customers, demonstrating empathy and understanding during interactions.▪ Negotiate Payment Plans: Work with customers to negotiate and establish reasonable payment plans that accommodate their financial situations while meeting company guidelines.▪ Monitor Account Status: Regularly review and monitor customer accounts to identify overdue payments and take appropriate actions.▪ Educate Customers: Inform customers about the benefits of timely payments and the consequences of delinquency in a respectful and non-threatening manner.▪ Problem-Solving: Utilize strong problem-solving skills to handle complex customer situations and provide tailored solutions.▪ Document Interactions: Accurately document all customer interactions, payment agreements, and follow-up actions in the system.▪ Collaborate with Team Members: Work closely with team members and other departments to ensure seamless customer service and effective resolution of issues.EDUCATION AND EXPERIENCE:▪ Post-secondary schooling preferred.▪ High school diploma or equivalent required.▪ Previous call center experience preferred.▪ Experience in collections or a related field is a plus.What we do.Recognized as the #1 CX provider for disruptors and innovators across financial services, healthcare, and e-commerce, Ubiquity was founded on the belief that our clients and their customers deserve better. Headquartered in New York City with delivery locations in Europe, Asia, and the Americas, Ubiquity provides multilingual, end-to-end solutions for customer experience management, back-office/risk operations, and business transformation.Come as U are, because U Matter at Ubiquity.We’re committed to creating an inclusive employee experience for all. Regardless of race, gender, religion, sexual orientation, age, or disability, we believe that we’re at our best when everyone can contribute their ideas and feels free to be their most authentic self.
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