AM-US collections

Shifts - 8am- 8 pm eastern (flexible- 12-hour window)
working Mode - WFO (Gurgaon Centre 61)
Interview rounds - 3 (Virtual) (including client round)


Short Description for Internal Candidates

Assist customers and supervise the team in handling inquiries related to loan status, product availability, and payment information across calls, emails, and chat while improving customer experience through effective repayment negotiations. Demonstrate and promote a professional, empathetic, and positive attitude when interacting with customers and coaching team members. Oversee payment-related queries, overdue accounts, and daily inbound and outbound calling activities using auto-dialer or direct dial systems to identify reasons for delinquency. Manage, acknowledge, and resolve customer complaints promptly, acting as an escalation point for complex issues. Maintain strong product and process knowledge and ensure the team is well-trained to address customer queries accurately and compliantly.

Description for Internal Candidates

Evaluate documents and proofs to determine who to pursue for subrogation, issue demands to third-party carriers (TPC), follow up via calls and emails, and send cases to collections if the adverse party is uninsured. Engage in discussions and negotiations with TPC after issuing demands, coordinating with TPC, insured parties, and vendors to drive recovery to closure. For arbitration, write contentions defending the insured, file them in the arbitration forum along with proofs and scene diagrams.

Responsibilities for Internal Candidates

Use judgment skills to review the available documents for subrogation 
Analyze liability issues with claims to determine if there is evidence to pursue recovery from the third party
Evaluate facts and evidence, liability, amount of damage and other factors
Identify if the claim has subrogation potential or not. Assign next strategy accordingly 
Collect and upload supporting documentation for subrogation
Analyze liability issues with claims to determine if there is evidence to pursue recovery from the third party
Evaluate facts and evidence, liability, amount of damage and other factors
Communicate subrogation needs and investigation strategies to front-line adjusters
Collect and upload supporting documentation for subrogation
Use judgment skills to review the available documents for subrogation 
Ensure all required evidence & documents are available 
Identify and upload supporting documentation before moving the case to next strategy
Issue demand notices in accordance to client requirements and state specific regulations 
Make initial contact with responsible parties or their insurance companies to obtain contact information and payment status 
Provide detailed updates on claim status through emails , letters & calls
Submit files to Arbitration if required based on damage analysis
Refer case to outside collection agencies and attorneys when necessary Negotiate and settle subrogation claims with attorney�s, adverse carriers,