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Financial Wellbeing Offciers

3 months ago

Edenvale, Gauteng, South Africa LASEM GROUP Full time

Financial Wellbeing Officers - Collections

  • Debt Counselling Industry_
  • R Basic salary for the first 2 months_
  • No basic salary from month 3 onwards, commission allowing earnings up to R _
  • Start date: Immediately_

Purpose of the Job:

Collections on accounts that are in arrears in order to rehabilitate the accounts in a cost effective manner. This is done primarily by telephone. Data capturing. Identifying queries and complaints on accounts. Customer Service. Achieve set productivity and collection targets.

Requirements:

  • Matric
  • MUST
  • 6 months to 1 year working experience as a Collections Call Centre Consultant
  • Collections experience required
  • Inbound and/or Outbound experience (minimum requirement)
  • Excellent communication skills, both written and verbal (key)
  • Proficiency in English and fluent in at least 1 African language
  • Good Telephone Etiquette (imperative)
  • Basic Computer Literacy

Competencies:

  • Analytical with precise attention to detail
  • Client centric
  • Conflict handling skills
  • Customer liaison and interpersonal skills
  • Listening sills
  • Negotiation Skills
  • Problem solving skills
  • Query resolution skills
  • Sense of urgency
  • Stress tolerance
  • Target driven
  • Team orientation

Key Performance Areas:

Collections:

  • Achieve set collection targets
  • Contact and collect as per Collections Call Centre policies and procedures
  • Confirm right party contact
  • Probe, determine and update system with reason for the account being in arrears
  • Negotiate payment arrangement with the client within set mandates
  • Work all linked accounts as per client's profile
  • Confirm and or update client's details banking details, salary date, repayment method and frequency (weekly, fortnightly and monthly)
  • Load Promise to Pay (PTP) on system as agreed with client
  • Capture notes on system regarding important information and arrangement with client
  • Summarize and confirm payment arrangement with client
  • Wrap up using the correct wrap up code to end the call

Third party contact:

  • Probe for client / next of kin / new employer information
  • Ascertain best time and or number to call client
  • Perform appropriate redial wrap up on alternative numbers by using the dialler system
  • Set dialler system to contact client at best time
  • Capture all information in the memo field

Promise to Pay:

  • Probe, determine and update system with reason for the account being in default
  • Negotiate payment arrangement with the client to ensure that the PTP is honoured
  • Work all linked accounts as per client's profile
  • Agree and confirm the following: payment amount, date and method
  • Load promise to pay on the system
  • Capture notes on system regarding important information and arrangement with client
  • Summarize and confirm payment arrangement with client
  • Wrap up using the correct wrap up code to end the call

Productivity:

  • Comply to agreed wrap up time percentage versus total time on system
  • Work set number of accounts daily
  • Comply to minimum system log on time
  • Work all linked accounts as per client's profile

Quality:

  • Comply with the Collections Call Centre policies and procedures
  • Achieve set quality targets
  • Minimize number of errors on: call handling skills, wrapping of call, loading of PTP's, repayment methods, client details update
  • Work all linked accounts as per client's profile

Applications:

Should you meet the criteria, please submit a detailed CV to:

Closing date:
Friday - 10 February 2023

Salary:
R5, R5,500.00 per month

Ability to commute/relocate:

  • Edenvale, Gauteng: Reliably commute or planning to relocate before starting work (required)

Education:

  • High School (matric) (preferred)

Experience:

- two: 1 year (required)

Shift availability:

  • Day Shift (required)
  • Night Shift (required)