Middle Stage Collections Agent

2 weeks ago

Northern Suburbs, South Africa Tenacity Financial Services Full time

**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.

**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

**No late submissions will be accepted.

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