Coordinator-Banking Operations-Collections

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.

Promote digital self-service options (mobile app, digital messaging) and assist customers in overcoming any barriers to adoption.

Resolve customer complaints efficiently, aiming to resolve issues on first contact, and escalate complex matters where necessary.

Running through basic diagnostics to better understand the root cause of any issues and feeding back to enable us to fix things that matter for our customers seamlessly.

Accurate data entry into systems and maintaining thorough records.

Identifying issues and potential issues for customers and escalating, as appropriate, to the relevant team i.e. incident management.

Identifying opportunities for process and service improvements and discussing these openly with your manager.

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

“In alignment with the Employment Equity Act, preference will be given to applicants from historically underrepresented groups/ aligned with our EE targets”

• Ability to deliver messages/responses in a clear and concise manner
• Basic knowledge of computers
• Preferably good typing speed and accurate system updating

EXL (NASDAQ: EXLS) is a leading data analytics and digital operations and solutions company. We partner with clients using a data and AI-led approach to reinvent business models, drive better business outcomes and unlock growth with speed. EXL harnesses the power of data, analytics, AI, and deep industry knowledge to transform operations for the world’s leading corporations in industries including insurance, healthcare, banking and financial services, media and retail, among others. EXL was founded in 1999 with the core values of innovation, collaboration, excellence, integrity and respect. We are headquartered in New York and have more than 54,000 employees spanning six continents. For more information, visit www.exlservice.com. EXL never requires or asks for fees/payments or credit card or bank details during any phase of the recruitment or hiring process and has not authorized any agencies or partners to collect any fee or payment from prospective candidates. EXL will only extend a job offer after a candidate has gone through a formal interview process with members of EXL’s Human Resources team, as well as our hiring managers.