Collection Agent - Montego Bay (WALK-IN) - ONSITE

We are seeking Collection Agent to join our team!

Maple Leaf to Jamaica; Join Our Canadian-Inspired Team!

Why Join ContactPoint360?

At ContactPoint360, we think differently. We believe in putting employees at the heart of everything we do, creating a culture where innovation and empathy are not just buzzwords, but a way of life. Here, you won’t just be a coworker; you’ll be part of a team that redefines both employee and customer experiences. Our coworkers are essential partners in delivering exceptional work and are also friends who support and uplift each other.

We are one of the fastest-growing BPOs in the world, and our secret is simple: it’s our people. We invest in our people and develop them into future leaders. Did you know that 50% of ContactPoint360’s leaders were promoted from within? Our CEO’s journey, starting as a phone agent, reflects our commitment to genuine care for our people—it’s in our DNA.

Join the #ChangeMakers movement at ContactPoint360, where your creativity and passion aren’t just welcomed—they’re essential.

Our Purpose:

Is to create the best human experience, ensuring the highest client satisfaction, and transforming clients’ customers into loyal advocates for life.

Check out our Youtube video:

https://youtu.be/AsPjX-5uyQQ

Essential Functions

▪  Delivers high-quality service in every interaction.

▪  Gathers and verifies required information to provide a resolution.

▪  Proactively attempt to collect all outstanding balances while providing world class customer service

▪  Provides information to the Customer and places appropriate notes in the appropriate tool(s) indicating exactly what action was taken or needs to be taken.

▪  Proactively looks for ways to improve customer experience during interaction.

▪  Keeps interaction positive and productive; avoids conveying negative messages while adhering to all scripted verbiage

▪  Ensure proper Validation procedures are followed on all interactions to maintain payment credibility

▪  Maintains thorough knowledge of all existing and new services, promotions and tools and systems so that information can be researched, and proper information can be given.

▪  Achieves assigned Key Performance Indicators – e.g., Collections per hour rate (CPH), Attends Team Meetings/additional training sessions as scheduled, reads all new FAQs and updates in a daily/timely manner for understanding and seek clarification as needed.

▪  Creates an exceptional, personalized service experience.

▪   Performs other duties as assigned

Required Skills/ Experience

▪  Must have at least 2 years Collections experience (Must)

▪  Should have at least 1-year Customer experience

▪  Outbound voice sales experience (minimum of 6 months)

▪   High critical thinking and emotional intelligence skills to handle difficult or uncomfortable contacts.

▪   Ability to use sound judgment to assess and solve unique issues with minimal guidance.

▪   Must have a flexible schedule and the ability to work weekends and evenings. (Must)

▪   Ability to empathize with and prioritize customer needs.

▪   Strong interpersonal skills combined with excellent written and stellar verbal communication skills.

▪   Ability to work in a fast-paced, dynamic, changing environment.

▪   Ability to type 30 wpm minimum with accuracy.

▪   Ability to organize and follow-up multiple tasks/details with accuracy and timeliness.

▪   Ability to adhere to all organizational policies and procedures.

▪   Must understand basic use of an online ordering system (CRM)

▪   Experience using the Internet and searching databases.

▪    Ability to perform basic mathematical functions

Education Requirements:

▪   High school diploma or equivalent required

▪   Post Secondary education is considered an asset.

We value our employees by providing:

• Competitive salaries
• Employee Recognition program
• Great earning potential
• Paid training
• Career advancement opportunities
• Health Insurance
• Employee referral program
• Lunch Subsidy

All applicants should be 18 years or older and must have a valid Government-issued photo ID, TRN & NIS. Successful candidates must be able to furnish a police record and pass an employment background check.