Late Stage Collections Agent at Tenacity Financial Services

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

Main Activities:

Outbound SLA and work queues

• Servicing outbound calls effectively
• Achieve daily collections targets and monthly KPA targets

Payment Negotiations

• Effective negotiation to ensure account rehabilitation in an efficient and professional manner
• Prevent account roll forward, reduce account balance in the respective service

Customer Service

• To advise customers on product, legislative and account related queries
• 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

Qualification:

• Must have a Senior Certificate – Grade 12

Experience:

• Must have at least 2 years collections experience in the call centre environment

Functional Knowledge and Skills:

• Software: Must be efficient in Account Management Debtor Systems
• Excellent verbal & written communication skills
• Strong problem solving and negotiation skills
• Understanding of the Retail Credit Account Management business
• Ability to work in a highly competitive and dynamic environment