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

Job Purpose

The main purpose of the role is to action and resolve Collections queries via telephone to meet the Collections objectives of the business.

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