Collections Agent at hearX Group

Job purpose: To collect outstanding amounts for Lexie Hearing clients. Have at least 50 conversations with clients in arrears per shift.

REQUIREMENTS

• Minimum education (essential): National Senior Certificate
• Minimum applicable experience (years): 4 years

Required nature of experience: 

• Debt collection 
• Experience in an international call centre is advantageous 

Skills and Knowledge (essential):

• Microsoft Excel
• Google Suite

Other: 

• 5 days a week; 9 hours a day with an hour lunch. 
• Hours: 9am - 6pm EST. [15:00 - 00:00 SAST]

COMPETENCIES
Essential Competencies: 

• Examining Information
• Establishing Rapport
• Showing Composure
• Resolving Conflict
• Meeting Timescales
• Checking Things
• Following Procedures
• Upholding Standards

Important Competencies:

• Interpreting Data
• Developing Expertise
• Adopting Practical Approaches
• Thinking Positively
• Embracing Change
• Inviting Feedback
• Understanding People
• Valuing Individuals
• Managing Tasks
• Producing Output
• Taking Action

KEY PERFORMANCE AREAS, WEIGHTS AND OBJECTIVES
Debtors liaison (90%): 

• Follow debtors collection process.
• Suggest optimisations to debtors collection process.
• Ensure proper and clear correspondence with customers including via phone, email and text.
• Ensure proper record is kept of all communication with debtors on relevant platforms.
• Ensure Salesforce is updated with activities in the debtors process.
• Ensure customer contact details in Salesforce are correct after confirming details with the customer.
• Update and maintain customer contact details in Salesforce.
• Compile weekly feedback of debtors outstanding and communicate with Financial Manager on a regular basis.
• Meet all relevant debtors deadlines. 
• Plan and structure daily work to meet deadlines efficiently.
• Negotiate payment arrangements with customers to increase debt collection.

Stripe administration (10%): 

• Process payments on Stripe.
• Update credit card details on client accounts.
• Maintaining records of the above on relevant platforms.
• Process credit notes on Stripe. 
• Compile letters of demand