Collections Agent : Inbound - Northern Suburbs (Cape) at Tenacity Financial Services

JOB PURPOSE

• The main purpose of the role is to telephonically contact delinquent/arrear customers to make a suitable payment arrangement to achieve the business objectives.

Inbound SLA and work queues

• Dealing with both Inbound Calls within the guidelines of the set legal framework
• Dealing with both Inbound SMS's within the guidelines of the set legal framework
• Dealing with both Inbound Emails within the guidelines of the set legal framework
• Achieve daily targets and monthly KPA targets

Payment Negotiations

• Negotiate payments from customers following the call script within SLA parameters
• Advising customers of their arrear status and making suitable payment arrangements within the set guidelines to achieve a payment target
• To rehabilitate and educate customers with regards to their payment profile
• Prevent account roll forward, reduce account balance in the respective service

Customer Service

• To advise customers on product, legislative and account related queries
• Ensure that a polite, friendly, efficient and professional service is provided
• To achieve customer satisfaction at all times
• To action customer instructions in an efficient and timeous manner
• To action administrative requirements related to customer account management

Adherence

• Adhere to workforce schedule i.e. lunch and body breaks
• Adhere to all Company Policies and Procedures i.e. Absence Management, House Rules, Disciplinary Policy as set out by the business

Requirements

• Must have a Senior Certificate – Grade 12
• Must have at least 12 months collections experience in the call centre environment
• Good command of the English and an additional language
• Understanding of the Retail Credit Account Management business
• Strong problem solving and negotiation skills
• Strong communication (both verbal and written) and customer service skills
• Ability to work in a highly competitive and dynamic environment
• Must be numerate and have strong attention to detail
• Computer literacy; must be efficient, Account Management Debtor Systems
• Available to work shifts and alternate Saturdays

Personality Attributes:

• Enthusiastic
• Dynamic
• Driven & Goal orientated
• Flexible
• Take ownership of tasks
• Self motivated
• Shows initiative
• Enjoys a challenge
• Thinks outside the box