Sr. Associate - Customer Care Collections

About the role

Genpact is hiring a Senior Associate for Customer Care Collections (Debt Collection & Communication) in Romania, working remotely on a standard shift. The role covers reaching out to customers with overdue accounts, negotiating repayments, monitoring accounts and meeting collection targets.

Key responsibilities

• Reach out to customers with overdue accounts by phone, email and letter to initiate collections.
• Negotiate repayment terms and settlements in line with company policies.
• Monitor accounts for overdue payments, delayed settlements, credit irregularities or unapplied items, and reconcile account balances with customers.
• Maintain accurate records of customer communications and payment commitments, log collection outcomes in the CRM or collections system, and prepare regular collection activity reports.
• Resolve customer complaints or disputes about billing or payments, escalating complex cases to senior staff or legal teams.
• Collaborate with Credit Management, Sales, Supply Chain, Cash Application and other departments, and provide documentation for third-party collections or bankruptcy cases.
• Meet daily, weekly and monthly collection targets and KPIs, ensuring timely cash inflow within agreed payment terms and SLAs.
• Follow legal and regulatory requirements for debt collection and company policies, SOPs and quality standards.

Required profile

• Bachelor's degree in Business Administration, Communication, Hospitality Management, Information Technology or Marketing.
• Dutch (required), at an advanced C1 level.

Required skills

• Account maintenance
• Cash application
• Loan servicing
• Personal banking and retail banking

Applicants should be able to work remotely on a standard shift. Genpact states it is an equal opportunity employer and does not charge fees for applying.