Collections Specialist
2 weeks ago
Role Overview
The Collections Specialist will be responsible for recovering outstanding membership fees in a timely and efficient manner while maintaining a positive relationship with members. This role requires a polite and sensitive approach, balancing the need to collect arrears with the importance of preserving long-term relationships.
Key Responsibilities
- Handle arrear memberships telephonically or via written correspondence
- Collect arrears using the in-house collections methodology
- Deal with member queries and complaints in a competent, efficient, and professional manner
- Work cross-functionally with other department leaders to ensure business objectives are met
Requirements
- Matric or equivalent qualification
- Up to 3 years experience as a collections agent/representative or similar sales role
- Proven track record of successfully meeting collections budgets
- Outstanding negotiation skills and ability to resolve issues and address complaints
- Excellent communication and interpersonal skills
- Resilience to handle customer rejection
- Ability to multitask and switch between multiple systems
Preferred Qualifications
- Customer-centric focus
- Empathy and ability to build rapport
- Quality focus in delivering results
- Excellent influencing skills
- Ability to manage objections and resolve calls
- Good knowledge of relevant computer programs and telephone systems
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