EXL is the indispensable partner for leading businesses in data-led industries such as insurance, banking and financial services, healthcare, retail and logistics. We bring a unique combination of data, advanced analytics, digital technology and industry expertise to help our clients turn data into insights, streamline operations, improve customer experience...
Handling customer enquiries over the telephone, providing excellent service while ensuring compliance with internal processes and regulatory standards.
Applying empathy and emotional intelligence to connect with customers, especially those in difficult or stressful situations, ensuring a positive experience and good outcomes.
Negotiate payment and repayment plans, assessing customers' needs and financial circumstances, whilst addressing missed payments or arrears.
Signposting customers effectively for external debt advice where necessary, explaining clearly the benefits these firms might be able to provide and how customers might go about contacting them.
Responsibilities
Experience making outbound calls or handling calls for UK clients
Proficient level of written and spoken English
Active listening skills
Assertive, empathetic, professional & courteous
Ability to empathize with the customer
Prioritizing customer needs
Good problem solving, reasoning and analytical skills
Negotiation and influencing skills
Qualifications
Computer Literacy (MS Office, Excel, Social Media, Online, Navigation)
Good articulation of the English language (Spoken and Written)
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