About Epicenter
For 25 years, Epicenter has been at the forefront of the Technology & Business Process Management industry, driven by a single belief: happy employees deliver exceptional results. Here you’ll find a career built on innovation, led by seasoned experts with over two decades of experience. Our commitment to our team is the secret behind our lasting success and the reason we’re trusted by global clients.
Ready to be part of a team where your happiness is a priority and your work truly makes an impact? Join Epicenter.
About the Job
We’re looking for a driven and empathetic US Debt Collection Representative to join our customer service team. In this voice-based role, you’ll handle inbound and outbound collections calls, working with customers to develop payment solutions while maintaining the highest standards of professionalism and compliance. This position offers an opportunity to develop strong negotiation skills and contribute to revenue targets while helping customers resolve their financial obligations.
Location/Hours
Location: Mumbai
Shift: 24×7 Rotational shifts (Should be comfortable working in all shifts)
Job Responsibilities / Expectations
- Handle inbound and outbound collections calls with professionalism and empathy
- Meet revenue targets whilst adhering to quality parameters and compliance standards
- Analyze customer accounts and make sound decisions regarding repayment options
- Develop customized payment plans based on customer circumstances
- Negotiate debt payments effectively while maintaining positive customer relationships
- Maintain and update customer files accurately in the system
- Closely follow collections scripts to ensure client expectations are met
- Record all customer payments accurately and in a timely manner
- Notate all customer conversations and circumstances accurately for future reference
- Take ownership of customer issues until resolution is achieved
- Demonstrate problem-solving mindset when addressing payment challenges
- Collaborate with team members and contribute positively to group goals
- Ensure compliance with all regulatory requirements and company policies
- Handle difficult conversations with tact and professionalism
Minimum Qualifications
- Age: 20 years to 35 years
- High school diploma or equivalent (minimum requirement)
- Minimum 1 year of international BPO experience (mandatory)
- Excellent English communication skills (vocal and written)
- Strong negotiation and persuasion abilities
- Problem-solving mindset with ownership mentality
- Ability to analyze financial information and make informed decisions
- Collaborative team player with positive attitude
- Comfortable working in 24×7 rotational shifts
- Ability to join immediately with all documents ready for background verification
Desired Qualifications
- Graduation degree
- Previous experience in collections or debt recovery
- Knowledge of US debt collection regulations and compliance standards
- Experience with CRM systems and customer management tools
- Strong time management and organizational skills
- Ability to handle high-pressure situations with composure
- Empathy and customer-centric approach
Why Join Epicenter?
We believe in investing in our people. At Epicenter, you’ll have the opportunity to make a global impact with a company consistently ranked among the Top 20 BPOs in India. We’re also the proud recipient of the “Best Customer Service Provider” award for nine consecutive years.
Our commitment to your future is our priority. We offer ongoing training, mentorship, and upskilling opportunities to ensure you stay at the forefront of the industry.