HCL is seeking a dedicated and skilled professional to join our team as a Collection/DMS/Dispute Management Specialist in our International Voice & Semi Voice Process. This role is integral to our operations, focusing on effective dispute resolution, debt collection, and document management across global markets. The ideal candidate will possess a blend of strong communication skills, analytical abilities, and a proven track record in handling complex customer interactions.

Key Responsibilities

• Collections Management: Handle inbound and outbound calls related to debt collection, ensuring adherence to company policies and legal regulations.
• Dispute Resolution: Resolve customer disputes efficiently by investigating issues, negotiating settlements, and providing clear and accurate information.
• Document Management: Manage and process documentation related to collections and disputes, ensuring accuracy and compliance with company standards.
• Reporting: Generate and maintain detailed reports on collections performance, dispute resolutions, and other key metrics.
• Customer Interaction: Maintain professional and courteous interactions with customers while striving to meet performance targets and enhance customer satisfaction.
• Process Improvement: Continuously identify areas for improvement in processes and suggest enhancements to increase efficiency and effectiveness.

Required Skills and Qualifications

• Educational Background: Bachelor degree in Business Administration, Finance, or a related field preferred.
• Experience: Minimum of 2 years of experience in collections, dispute management, or a similar role in an international voice or semi-voice process.
• Communication Skills: Excellent verbal and written communication skills with the ability to articulate complex information clearly and concisely.
• Analytical Skills: Strong analytical abilities to assess situations, identify issues, and develop effective solutions.
• Technical Proficiency: Familiarity with CRM systems and Microsoft Office Suite (Excel, Word, PowerPoint).
• Customer Service Orientation: Proven track record of delivering exceptional customer service in a high-pressure environment.

Experience

• Industry Experience: Experience in a similar role within an international BPO or financial services environment.
• Process Knowledge: Understanding of debt collection practices, dispute management protocols, and document processing.

Working Hours

• Shift Timings: Flexible shifts required, with the potential for late evenings or early mornings depending on the international client base.
• Work Environment: Remote work opportunity with occasional in-office requirements for team meetings and training.

Knowledge, Skills, and Abilities

• Cultural Sensitivity: Ability to interact effectively with customers from diverse cultural backgrounds.
• Problem-Solving: Strong problem-solving skills with a proactive approach to resolving customer issues.
• Attention to Detail: Meticulous attention to detail in handling documentation and reporting.
• Team Collaboration: Ability to work collaboratively within a team and contribute to a positive work environment.

Benefits

• Competitive Salary: Attractive compensation package commensurate with experience.
• Health Insurance: Comprehensive health coverage including medical, dental, and vision plans.
• Retirement Plans: Access to retirement savings plans with company contributions.
• Work-Life Balance: Flexible work arrangements and support for a balanced work-life dynamic.
• Professional Development: Opportunities for training and career growth within the organization.

Why Join HCL?

Joining HCL means becoming part of a dynamic and global organization dedicated to innovation and excellence. We value our employees and provide a supportive environment where you can grow your career while making a meaningful impact. At HCL, you will be part of a team that fosters collaboration, encourages professional development, and recognizes your contributions.

How to Apply

Interested candidates should submit their resume and a cover letter outlining their qualifications and experience relevant to the role. Applications can be sent via our careers page or to us.

Some Interview Points

• Behavioral Questions: Prepare to discuss your experience in handling challenging customer interactions and resolving disputes.
• Technical Questions: Be ready to demonstrate your knowledge of debt collection practices and document management processes.
• Situational Questions: Expect questions that assess your problem-solving abilities and how you handle high-pressure situations.
• Cultural Fit: Emphasize your ability to adapt to different cultural contexts and work collaboratively in a global team environment.