Collection Agent @HeyBlu

Collection Agent @HeyBlu

HeyBlu is a Romanian e-money licensed fintech company that aims to provide financial services to customers and merchants operating in the e-commerce space. Our vision is to increase the financial power of e-commerce buyers & sellers, making a positive impact in their everyday lives. We do this by extending the purchasing power of retail shoppers in easy and convenient ways, while also helping e-commerce merchants with the capital needed to grow their business. Being part of eMAG group, the largest e-commerce player in Romania, HeyBlu is focusing on building a financial offering for customers and merchants operating within the eMAG ecosystem by implementing an “embedded finance” approach. As part of the global Prosus group, we share the same purpose: “Improving everyday life for billions of people through technology”. In the HeyBlu team we are building an entrepreneurial, results-driven, agile, and collaborative culture based on the core values we share across the group: ownership, accountability, innovation, adaptability and customer focus.

What you’ll have to do:

Contact customers by phone to inform them about the registered debts and negotiate their payment, in accordance with established procedures;

Identify viable payment solutions together with customers, in accordance with the company's customer orientation;

Collect and update relevant information about debtors and their financial situation;

Provide correct information to customers and in a professional and empathetic manner;

Complete and permanently update the database with the situations reported by customers and the proposed solutions;

Collaborate with the departments involved to quickly solve the cases encountered on orders / incidents / requests; • Identify problems in the activity or any non-functionalities (applications, systems, etc.), report them and actively get involved in solving them;

Report to the Team Leader and/or direct manager on the situations that can negatively influence the achievement of departmental objectives and customer experience;

Send for analysis to the Team Leader and/or direct manager the more complex complaints or those that may have a negative impact on the company;

Fulfil the tasks in the team, adapt according to the priorities transmitted by the Team Leader and/or direct manager;

Contribute actively teaching new colleagues in the team the flows and specifics of the activity;

Comply with the quality standards and indicators established together with the Team Leader and/or direct manager;

Deal with other temporary tasks imposed by situations and/or special events (Campaigns, Price Errors etc.).

How we'd like you to be:

With minimum 6 months of experience in Debt Collection or Customer Support;

With university degree or in progress;

With good understanding of banking activities and financial products;

With technical skills in Microsoft Office (word, excel, outlook);

With excellent interpersonal and empathetic communication skills;

With teamwork skills, ability to establish ethical relationships with the work team;

With strong adaptability to change and evolving processes;

With a proactive approach to continuous improvement and feedback;

With a constructive and solution-oriented attitude in challenging situations.