Collections Agent

2 weeks ago

Bellville, South Africa CX-International Full time

**COLLECTIONS ADVISOR**

Join our dynamic team where you will be responsible for cash collection, reinstatement of customers’ Direct Debits and dealing with any customer queries that may prevent payment. Managing debt collections whilst maintaining customer good will, is key to success in this role. No two days are the same in this fast paced but enjoyable work environment

**KEY RESPONSPIBILITIES (but not limited to)**

Utilizing dialer technology to contact customers and request payment and/or re-instatement of their Direct Debit.

Work to daily/monthly cash and direct debit targets

Maintain a high level of quality with a first-class customer service.

Follow our company policies regarding “treating the customer fairly” and complaint management.

Dealing with queries about payments and taking ownership to resolution.

Negotiating payment plans in line with company policy.

Resolve complex customer queries promptly and efficiently using a first contact resolution mindset.

Maintain accurate records through ensuring that CRM and all systems are an accurate reflection of the calls and agreed actions supplied to our customers.

Take payments over the phone via inbound call traffic

Re-instate direct debits and educate customers to the benefits of maintaining this payment op

Work with Customer Services Manager to ensure Gold Plated Service is delivered every time.

**BEHAVIOURAL COMPETENCIES**
- Excellent customer service and collections skills Professional
- Excellent teamwork, organization and target driven.
- Ability to listen and display strong objection handling skills.
- Quality Focused & Confident
- Self-Motivated & a team player

**KEY REQUIREMENTS & QUALIFICATIONS**
- Grade 12 National Senior Certificate (NQF 4) (Essential)
- A minimum of two years working experience in a credit advisor / collections role within the Call Centre/BPO industry.
- Professional and established telephone manner with a strong command of English language.
- Customer orientation and the ability to adapt and respond to different customer situations and types.
- The ability to active listen to customer queries/ complaints and progress and resolve as required.

**Education**:

- High School (matric) (required)

**Experience**:

- Collections: 2 years (required)
- Call Centre: 1 year (required)

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