Current Vacancies at Tenacity Financial Services

Tenacity would like to invite suitable candidates to apply for Collections Agent position.

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

Main Activities:

• Dealing with both inbound and outbound calls
• To rehabilitate accounts in an efficient and professional manner
• 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 timorous manner
• To action administrative requirements related to customer account management

Requirement 

• 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

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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 and Outbound SLA and work queues

• Dealing with both inbound and outbound calls within the guidelines of the set legal framework
• Tracing uncontactable customers
• Achieve daily collections targets and monthly KPA targets

Payment Negotiations

• Negotiate payments from customers following the call script within dialler time
• 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

Experience

• Must have at least 18 months Collections experience in the call centre environment

Qualification

• Grade 12

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

go to method of application »

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