Job Title: Customer Support Associate – Collections Voice Process
Company: Sutherland
Role: Customer Support Associate
Location: Remote (Work from Home)
Experience: 0 – 2 years
Salary Range: 2.5 – 3.5 LPA
Openings: 10
Shift: Rotational Night Shifts
Working Days: 5 days a week (2 rotational offs)
Job Description
Sutherland is looking for dynamic and customer-focused professionals to join our Collections Voice Process as a Customer Support Associate. This role involves handling accounts receivables, following up with customers for payments, and ensuring timely collections while maintaining strong client relationships. If you have excellent communication skills and a knack for problem-solving, this is a great opportunity to grow in the customer support domain.
Roles and Responsibilities as Customer Support Associate
- Handle accounts receivable and ensure timely collection of outstanding payments from customers.
- Follow up via emails and phone calls to customers regarding overdue payments and resolve disputes effectively.
- Maintain updated records on accounts receivables, ensuring credits, collections, and uncollectible amounts are properly recorded.
- Work closely with internal teams (Billing, Finance, Legal, Tax, Customer Service) to resolve customer disputes and inquiries.
- Identify high-risk accounts and escalate issues to management to prevent payment defaults.
- Improve customer experience by offering personalized solutions and ensuring a smooth interaction.
- Suggest improvements to the accounts receivable process and identify areas where efficiency can be increased.
- Meet monthly productivity targets related to collection calls, follow-ups, and customer interactions.
- Prepare and analyze aging reports to strategize collection efforts and maintain financial health.
- Identify the root cause of payment delays and implement solutions to improve collection rates.
- Provide regular updates to the leadership team on collection performance and challenges.
Required Skills and Qualifications: Customer Support Associate
- Education: Any Graduate (No specific degree requirement)
- Experience: 0-2 years (Freshers with excellent communication skills are welcome)
- Key Skills:
- Collections Process
- Voice Process (International)
- Excellent Communication Skills
- Credit Collection Knowledge
- Inbound & Outbound Process Handling
- Ability to Handle Customer Queries and Disputes Professionally
- Basic Knowledge of Finance and Accounts Receivable
- Problem-Solving and Conflict Resolution
Why Join Sutherland?
- Work from Home: Enjoy the flexibility of working remotely from any location.
- Career Growth: Opportunity to develop in customer service, finance, and collections roles.
- Competitive Salary: Attractive salary package with performance-based incentives.
- Training & Support: Get industry-standard training in customer support and collections.
- Global Exposure: Work with international clients and develop a strong professional network.
Interview Questions & Answers for Customer Support Associate
1. Tell me about yourself.
Answer: “I am a dedicated and customer-oriented professional with a strong ability to communicate effectively. I have completed my graduation and have been developing my interpersonal and problem-solving skills. I am looking forward to starting my career in customer service and believe that my ability to handle conversations and resolve queries will help me excel in this role.”
2. What do you know about Sutherland?
Answer: “Sutherland is a global business process outsourcing (BPO) company that specializes in providing customer service, technical support, and back-office solutions to clients across different industries. It is known for its customer-centric approach and strong training programs for employees.”
3. Why do you want to work in a collections voice process?
Answer: “I enjoy interacting with customers and solving their issues effectively. The collections process requires strong communication, negotiation, and problem-solving skills, all of which I excel at. Additionally, I believe this role will help me develop financial knowledge and enhance my career in customer service.”
4. How would you handle a customer who refuses to pay?
Answer: “I would first listen to the customer’s concerns to understand the reason for the delay. I would then explain the importance of timely payments, offer solutions like payment plans, and emphasize the consequences of non-payment. My goal would be to maintain a positive relationship while ensuring payment is collected.”
5. How do you handle a stressful situation while dealing with a customer?
Answer: “I stay calm and composed, ensuring that I listen actively to the customer’s concerns. If a customer is upset, I acknowledge their frustration and assure them that I will do my best to resolve their issue. Patience and professionalism help me manage stressful situations effectively.”
6. Can you give an example of a time when you persuaded someone to take action?
Answer: “In my previous role (or during college), I convinced a customer/classmate to reconsider their decision by clearly explaining the benefits and offering logical reasons. By actively listening to their concerns and addressing them, I was able to influence their decision in a positive way.”
7. How do you ensure accurate record-keeping in a collections process?
Answer: “I ensure all interactions with customers, payment commitments, and follow-ups are recorded accurately in the system. I double-check account details before updating them and verify data periodically to avoid errors.”
8. What would you do if you received a high-risk account?
Answer: “I would analyze the payment history and identify any red flags. If required, I would escalate the case to my manager while attempting to engage with the customer to find a solution that benefits both the company and the customer.”
9. What do you think are the most important qualities for a collections associate?
Answer: “Strong communication skills, patience, negotiation ability, and problem-solving skills are essential. A collections associate should also be persistent but respectful, ensuring positive customer interactions while meeting collection goals.”
10. Where do you see yourself in the next five years?
Answer: “I see myself growing in the customer service/collections domain, taking on leadership responsibilities, and helping improve the efficiency of the collections process. I aim to build expertise in financial operations and customer engagement.”
How to Apply:
If you are interested in this exciting opportunity, click the link below to apply: Apply Here
For any queries, feel free to contact our HR team at [HR Contact Details].
Conclusion
A career as a Customer Support Associate in the Collections Voice Process at Sutherland offers excellent growth potential, skill development, and a dynamic work environment. If you have strong communication skills and a passion for customer service, this role is a perfect fit for you. Apply now and take the next step in your career!
