Outbound Collections Agent

7 months ago

Woodstock, South Africa Nimble Credit Solutions Full time

**Reporting to**:Team Manager

**Job Purpose**: To negotiate with arrears account customers to maximise debt recovery and profitability

**Location**:Woodstock, Cape Town

**KEY PERFORMANCE AREAS**

COLLECTIONS MANAGEMENT
- Ensure that allocated collection target/s are achieved
- Ensure that allocated productivity target/s are achieved
- Use effective communication and negotiation to ensure successful commitments to pay (Promises to Pay)
- Follow-up daily on progress of the PTP's and the respective statuses to optimise collections
- Ensure full understanding of product/s working on
- Understands, interprets and applies laws, rules, regulations, policies and/or procedures to collections process
- Adhere to / utilize the collections call script/s
- Ensure that all debtors information held on record is up to date and accurate Ensure that the accounts are properly maintained at all time on the collections system
- Deals with people and/or debtors in a manner which shows empathy, tact, and professionalism

PRODUCTIVITY MANAGEMENT
- Demonstrates an understanding of daily, weekly and monthly productivity targets and applies these to the daily collections process:

- Number of calls made
- Productive hours
- Number of accounts / matters worked
- Number of Right Party Contacts (RPC's) - Ensure that RPC's are converted into PTP's
- Number of fixed arrangements (PTP's) - Ensure that PTP's are converted into collections
- Average PTP Value

QUALITY & COMPLIANCE MANAGEMENT
- Demonstrates an accurate understanding of the collection system/s and can navigate it successfully
- Adhere to / utilize the collections call script/s
- Practice sound data ethics: ensure that all system requirements are adhered to and that special attention is paid to the quality of information obtained and captured - Ensure that all debtors information held on record is up to date and accurate and ensure that the accounts are properly maintained at all time on the collections system
- One-touch resolution
- Delivery of high level of customer service by maintaining a pleasant and enthusiastic manner with everyone and ensuring that queries are dealt with promptly (debtors) Deal with people and/or debtors in a manner which shows empathy, tact, and professionalism.
- Receive, respond and/or escalate (where necessary) incoming queries or complaints; provide information, explain policy and procedures, and/or facilitate a resolution
- Confidentiality

**REQUIREMENTS**:

- A minimum of 6 months working experience within an outbound debt collections environment / outbound sales environment / outbound customer service environment - with proven evidence of past performance
- Criminal clear
- Strong communication skills
- Computer literate
- Understanding / working knowledge of a collections system is advantageous

**SKILLS**:

- Target driven
- High level of integrity
- Strong work ethic
- Self-motivated
- Able to work under pressure
- Reliable
- Time management
- Able to work in a team

**REMUNERATION STRUCTURE**:

- Basic Salary PLUS Uncapped Commission
- Funeral Cover (at the full cost of the employer)
- Life Cover (at the full cost of the employer)
- Disability Cover (at the full cost of the employer)
- Medical Cover (at the full cost of the employer, after successful completion of probation period)
- Subsidized schooling to PEAK Child Educare
- Paid maternity leave (in line with Company policy)

**WORKING HOURS**:
You will be required to work a maximum of 45 hours per week.

Monday to Friday: You will be required to work a maximum of 9 hours per day (in the week that you do not work a Saturday) and a maximum of 8 hours per day (in the week that you are working a Saturday) shifted between the times of 07:00 and 20:30 as agreed by management.

Saturdays: You will be required to work a maximum of 6 hours per day on a maximum of 2 Saturdays per month shifted between the times of 08:00 and 14:00 as agreed by management.

**PLEASE NOTE THAT SHOULD YOUR APPLICATION BE SHORTLISTED YOU WILL BE CONTACTED VIA TELEPHONE / EMAIL AND INVITED TO ATTEND AN INTERVIEW. SHOULD YOUR APPLICATION NOT BE SHORTLISTED YOU WILL RECEIVE CONFIRMATION VIA EMAIL ADVISING YOU OF THIS.**

**PLEASE NOTE THAT SHOULD YOUR APPLICATION BE SUCCESSFUL, AND SHOULD WE MAKE YOU AN OFFER OF EMPLOYMENT**:
The training period runs over a period of 13 days. The training is conducted during the day (Monday - Friday: 07h30 - 16h30). It is a compulsory that you are present for the entire duration (13 days) of the training period. If you are not able to be present for each day of the training period then we may be required to drop you off the training group and have you start around a more suitable date which would allow you to be present for the entire duration.

The successful completion of the full training period is compulsory. You will be required to complete online and/ hardcopy assessment tests related to each training intervention. You are required to successfully pass all online and/ hardcopy

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