Collections Agent at WNS Global Services

Job Description

Key Responsibilities:

• Proactively contact customers via telephone and in writing in order to drive collections
• Work to agreed quality standards and agreed timescales
• Responsible for managing complaints and ensuring compliance
• Liaise with internal and external colleagues throughout the business and externally with customers
• Dealing with customer queries and internal queries within agreed SLAs to reduce customer debt
• Maintain customer related information on systems to the required standards to progress work, maintain accurate records, identify gaps in customer records and proactively collect information
• Outbound calls to customers
• Maintain customer information on system
• Inbound call handling

Qualifications

• Grade 12  / Matric

Additional Information

• 6 to 12 months collection experience in a call center environment essential
• Computer literate
• Excellent verbal and written English communication skills
• Good negotiation skills
• Decision making, and analytical skills
• A high-level of understanding, patience and empathy to navigate difficult customer conversations with professionalism under pressure
• Team player with a disposition to learn
• Objection handling ability