Collections Specialist

2 weeks ago


Cape Town, Western Cape, South Africa Virgin Active South Africa Pty Ltd Full time

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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