Customer Service Representative (CSR) – UK Banking / Collections

Location: Eton Centris

Job Summary:

The CSR for the UK Banking/Collections account is responsible for handling inbound and outbound customer interactions related to banking services, account inquiries, and debt collection. The role requires excellent communication skills, empathy, and the ability to negotiate payment solutions while ensuring compliance with UK financial regulations.

Key Responsibilities:

• Handle inbound and outbound calls with customers regarding account balances, overdue payments, and banking inquiries
• Provide accurate information about products, services, and account status
• Negotiate and set up repayment plans for customers with outstanding debts
• Ensure all interactions comply with UK financial regulations and company policies
• Maintain professionalism and empathy when dealing with sensitive financial situations
• Update customer records and document all interactions in the system
• Resolve customer complaints efficiently and escalate issues when necessary
• Meet performance targets such as call quality, resolution time, and collection rates

Requirements:

• At least HS old curriculum/SHS/2nd year completed up to college graduate
• At least 1 year UK banking, finance, or credit card collections account experience
• Previous experience in customer service, banking, or collections is an advantage
• Strong communication skills (spoken and written English)
• Good negotiation and persuasion skills
• Ability to handle difficult conversations calmly and professionally
• Basic computer literacy and familiarity with CRM systems

Key Skills & Competencies:

• Customer focus and empathy
• Attention to detail
• Problem-solving skills
• Time management and multitasking
• Resilience and ability to work under pressure
• Ethical handling of sensitive financial information