Senior CSA

About Firstsource

Firstsource Solutions Limited, an RP-Sanjiv Goenka Group company (NSE: FSL, BSE: 532809, Reuters: FISO.BO, Bloomberg: FSOL:IN), is a specialized global business process services partner, providing transformational solutions and services spanning the customer lifecycle across Healthcare, Banking and Financial Services, Communications, Media and Technology, Retail, and other diverse industries. With an established presence in the US, the UK, India, Mexico, Australia, South Africa, and the Philippines, we make it happen for our clients, solving their biggest challenges with hyper-focused, domain-centered teams and cutting-edge tech, data, and analytics. Our real-world practitioners work collaboratively to deliver future-focused outcomes.

Roles & Responsibilities: 
· One of the top 5 card providers from the US. We partner with the clients to service delinquent accounts (pre charge and post charge).
· Collection activities serviced include both 1st party model (First Party) and 3rd party model (Third Party). Not only do we service / perform collections activity over traditional model / techniques, but also, we engage with the card members over digital channels like website, email, chats and SMS.
· We cater to our card members over proactive channel and reactive channel. Customer Experience / Collection Effectiveness is one of the core requirements / competencies expected of a candidate.
· From call handling / soft skills perspective all candidates are likely to display out of the box thought process, negotiate and design customized solution for each unique card accounts basis various demographics / business characteristics and clients defined procedures and processes.
· Purely target oriented business with focus on goals, collection effectiveness, customer experience, generating higher brand value and implement strategies for consistent and best in class output / performance.
· Clients have stringent threshold around quality, compliance, complaints, lawsuits, state laws and other regulatory requirements.
· Client expects us to follow FDCPA and other collection norms followed in the US geography. Other Regulatory requirements include (but are not limited to) Reg B, Reg E, Reg Z, GLBA, TCPA, ECOA, BSA, etc.
· Extension to US inventory we also support clients for UK geography. Compliance requirements for UK geography are equally important and critical to the business.

Required Skills and Qualifications
• Undergraduate
• Experienced*
• Stable (if experienced - no work gaps)
• SVAR
Skillset Required:
• Good communication
• Customer experience
• BPO experience.
• Agile/ Quick Learner
• Thought process - clarity of thought.
Process type
Voice (100%)
Incentive
Target based (complete login hours - qualifiers) - Dampeners applied on incentive does not follow schedule adherence Capped incentive potential to earn after 6 months
Shifts
2 shifts (12:30 pm - 10:30 pm and 3:30 pm - 12:30 am)
Offs
2 offs in a week, depending on client requirement One Sat working in a month
OTs
No
Sac Offs
No
WFO

⚠️ Disclaimer: Firstsource follows a fair, transparent, and merit-based hiring process. We never ask for money at any stage. Beware of fraudulent offers and always verify through our official channels or @firstsource.com email addresses.