Financial Resolution / Negotiation Specialist - #1162403

Job Title: Delinquency Response Agent

Company: Capital C Corporation

Location: Singapore

Who We Are as a Company
Capital C Corporation, a leading Singapore-based fintech company, as we transform financial services in Southeast Asia.

With a decade of experience and a startup mindset, we're enthusiastic about the opportunities in Southeast Asia to supercharge our users.

Our technology is purpose-built, enabling us to reach and empower underserved individuals through digitalization, offering a wide range of financial solutions, including consumer, MSME business, two & four-wheeler financing, buy now pay later, and salary advances for developing countries, all aimed at boosting financial stability.

Come join us on our journey to revolutionise financial inclusion and enhance lives across Southeast Asia. Our mission: "Driving financial inclusion, enhancing lives."

Key Responsibilities

· Customer Repayment Engagement: Engage customers professionally through outbound calls, chats, and approved communication channels to support them in managing their repayment commitments.

· Payment Commitment Follow-Up: Follow up with customers who have agreed to make payments and ensure that promised payments are fulfilled within the agreed timelines.

· Repayment Plan Negotiation: Negotiate practical repayment arrangements with customers while balancing customer circumstances, company guidelines, and collection objectives.

· Customer Support and Guidance: Provide clear guidance on repayment options, payment processes, and account-related enquiries to help customers take appropriate action.

· Objection and Concern Handling: Handle customer concerns, objections, disputes, and difficult conversations with confidence, professionalism, and a solutions-focused approach.

· Target Achievement: Work towards achieving individual and team collection targets, including repayment recovery, promise-to-pay fulfilment, and delinquency reduction.

· Communication Adaptability: Adapt communication style according to each customer’s situation while maintaining respectful, firm, and effective follow-up.

· System and Record Management: Maintain accurate records of customer interactions, payment commitments, follow-up actions, and account updates in the relevant systems.

· Multi-System Handling: Manage multiple screens, CRM platforms, automated call systems, and data entry tasks efficiently during customer interactions.

· Compliance and Ethical Collection Practices: Ensure all collection activities are carried out in accordance with company policies, legal requirements, regulatory expectations, and ethical collection guidelines.

· Case Escalation and Internal Coordination: Escalate complex or unresolved cases to the relevant internal teams and work closely with stakeholders to support effective account resolution.

· Portfolio Health Contribution: Contribute to maintaining healthy repayment performance, improving portfolio quality, and supporting the company’s overall customer experience and risk management objectives.

Requirements:

• Minimum 2-3 years of experience in contact center roles, Back-Office Processing, or the Banking and Financial Services industry.

• Excellent proficiency in both English and Mandarin are essential to liaise with Mandarin speaking clients.

• Proficiency in managing multiple screens and systems while handling data efficiently.

• Strong ability to manage challenging customer chats while simultaneously handling data entry on various screens.

• Self-motivated and highly driven individual, capable of quick thinking and displaying a very responsive personality.

• Open to individuals of all genders and age groups.

• Two rotating shifts: 10 am - 7.30 pm and 10.45 am - 8.15 pm.

• Five-day workweek: Monday to Saturday, with Sunday off, and one additional off day during the week.

Who Are We Looking For:
We are seeking confident, resilient, and responsive individuals who enjoy engaging with customers, solving problems, and achieving results in a fast-paced fintech environment.

This is a frontline customer engagement role where you will support customers in managing their repayment commitments and guide them towards practical payment solutions. You will play an important role in helping customers stay on track with their financial obligations while contributing to the company’s overall portfolio health and service excellence.

The role is primarily phone-based and involves speaking with customers through outbound calls, chats, and other communication channels. You will assist customers with repayment-related enquiries, discuss suitable payment arrangements, handle objections professionally, and follow up on agreed payment commitments.

Unlike a general customer service role, this position is more results-driven and requires strong communication, negotiation, and follow-up skills. You will have the opportunity to develop valuable experience in customer relationship management, financial services operations, and fintech lending support.

The position also requires accurate documentation, timely system updates, and compliance with company policies and ethical collection guidelines.
Having experience with debt collection software, prior use of a CRM system, or previous work in debt collection or related fields would be advantageous. Additionally, knowing an additional language or dialect is good advantageous.

How to Apply:
If you're a motivated individual with a strong commitment to customer service and want to make an impact in the fintech industry, we want to hear from you! Please submit your resume to hr•@capc.com.sg.

Join us at Capital C and be part of a team shaping the future of finance!