Collection Agents - FinChoice (Southern Suburbs (Cape)) at HomeChoice Holdings Limited

Description
Purpose of the role

• The ideal candidate for this role will be responsible for telephonically collecting money from customers who have outstanding debt in order to generate cash flows, minimize bad debts, reduce the risk of write-offs and rehabilitate delinquent customers.

Key Performance Areas

Generate revenue

• Collect money on profile 0 – 2+ delinquent accounts (60-90 days) within 30 days
• Obtain “promise to pay” from customers
• Rehabilitate and educate customers with regards to their payment profile
• Achieve daily collection targets

Efficiency and productivity

• Negotiate payments from customers following the call script, within dialer time and meet departmental KPA targets
• Completion of lost time sheets on a daily basis
• Adhere to company systems, processes, policies and procedures
• Constantly and proactively look for ways to improve efficiencies through performance, communications, procedures and systems

Customer service

• Negotiate with customers in a way that does not tarnish the relationship of the customer
• Ensure that a polite, friendly, efficient and professional service is provided

Quality standards

• Focus on “getting it right first time” in order to ensure that correct and precise information is relayed to customers
• Capture all details of customer liaison and agreements accurately onto the system

Requirements
Qualifications & Accreditations

• Grade 12 / Matric or Equivalent Qualification

Experience & Skills

• Minimum of 1 year Collections experience within a Contact Centre
• Effective communication skills (verbal and written)
• Must be available to work shifts, weekends and public holidays
• Clear credit and criminal record
• Must be computer literate (Email, Internet, Word and Excel)
• Excellent telephone etiquette

Attributes & Behavior's

• Performance-driven and results-orientated with a relentless drive to succeed
• A strong can-do attitude and an energetic positive approach
• Attention to detail with a thorough approach to work
• Excellent listening and interpersonal communication
• Team player but able to work independently