CRM Resolution Associate

About the role

The CRM Resolution Associate is responsible for managing collection inquiries, complaints, and requests received through the CRM platform. The role focuses on early and late‑stage delinquent accounts, including written‑off balances, ensuring timely resolution and high customer satisfaction.

Key responsibilities

• Handle collection inquiries, complaints, and requests via email and CRM for delinquent credit‑card accounts.
• Maintain accurate cardholder contact records and apply appropriate collection strategies, including negotiating payment arrangements.
• Resolve customer issues promptly to achieve satisfaction targets.
• Conduct initial evaluations of fraud‑related complaints and refer cases to the appropriate departments.
• Apply credit‑card operations knowledge to support day‑to‑day collection processes.

Required profile

• Graduate of any 4‑year business program.
• 1‑2 years of experience in collections or customer service within a credit‑card or financial‑services environment.
• Working knowledge of credit‑card operations.
• Strong oral communication, multitasking ability, and sense of responsibility.
• Computer literate, systematic, analytical, and organized.

Required skills