Role Purpose
The Restructuring agent acts as the initial point of contact for customers or debtors, offering guidance on payment and restructuring options within a structured and ethical framework.
Main Responsibilities
- Manages inbound and outbound calls to understand client needs and propose appropriate payment solutions and restructuring plans.
- Collects and records accurate information regarding the customer's financial situation to support the development of tailored solutions.
- Coordinates with internal departments to support the implementation of agreed modifications.
- Communicates approved solutions and arranges the signing of related contracts through AB branches.
- Ensures compliance with company policies, the Code of Conduct, and regulatory standards, with attention to reducing customer complaints.
Requirements
Education, Experience, and Technical Skills
- Bachelor’s degree in Economics, Banking, or a related field is considered an asset.
- At least 2 years of experience in a call center role related to collections, with involvement in managing disputed portfolios and restructuring arrangements.
- Proficient written and verbal communication skills in Greek; English language skills are considered an asset.
- Computer literate, with advanced knowledge of MS Office applications.
Key Competencies
- Interpersonal and communication skills applicable across various organizational levels
- Negotiation skills aimed at reaching practical and sustainable agreements
- Orientation toward results and completion of tasks
- Active listening skills for effective client engagement
- Ability to manage time and tasks within a dynamic and high-paced environment
- Awareness and responsiveness to internal and external customer needs