Late Stage Collections Specialist

1 week ago


Cape Town, Western Cape, South Africa ABC Worldwide Full time
Job Title: Late Stage Collections Agent

Company: ABC Worldwide

Location: Kuilsriver, Cape Town

Main Responsibilities:

The primary objective of this role is to establish effective communication with delinquent customers to negotiate suitable payment arrangements, thereby achieving business objectives.

Main Activities:
  • Manage outbound calls efficiently, adhering to Service Level Agreements (SLAs) and work queues.
  • Achieve daily collections targets and monthly Key Performance Area (KPA) targets.
Payment Negotiations:
  • Engage in effective negotiations to ensure account rehabilitation in a professional and efficient manner.
  • Prevent account roll forward, reducing account balances in the respective service.
Customer Service:
  • Provide customers with information on product, legislative, and account-related queries.
  • Achieve customer satisfaction at all times.
  • Act on customer instructions in an efficient and timely manner.
  • Perform administrative tasks related to customer account management.
Adherence:
  • Adhere to the workforce schedule, including lunch and body breaks.
  • Comply with all Company Policies and Procedures, including Absence Management, House Rules, and Disciplinary Policy.
Qualifications:
  • Senior Certificate – Grade 12.
Experience:
  • At least 2 years of experience in Late Stage Collections in a call centre environment.
Functional Knowledge and Skills:
  • Efficient in Account Management Debtor Systems.
  • Excellent verbal and written communication skills.
  • Strong problem-solving and negotiation skills.
  • Understanding of the Retail Credit Account Management business.
  • Ability to work in a highly competitive and dynamic environment.


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