Call Centre Consultant

21 hours ago


Midrand, South Africa Thanda Human Capital Full time

**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
- 1 year working experience as a Call Centre Consultant
- Collections experience is a plus
- Inbound and/or Outbound experience (minimum requirement)
- Excellent communication skills, both written and verbal (key)
- Proficiency in English (vital)
- Good Telephone Etiquette (imperative)
- Basic Computer Literacy

**Competencies**:

- Analytical with precise attention to detail
- Client centric
- Conflict handling skills
- Customer liaison and interpersonal skills
- Knowledge and understanding of systems and regulatory standards applicable in Call Centre
- Listening sills
- Negotiation SkillsProblem 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

**Job Types**: Full-time, Permanent

**Salary**: R8,000.00 - R8,800.00 per month

Ability to commute/relocate:

- Midrand, Gauteng: Reliably commute or planning to relocate before starting work (required)

**Education**:

- High School (matric) (preferred)

**Experience**:

- Banking call centre: 1 year (preferred)



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