Outbound Collections Agent

**Outbound Collections Agent (Night Shift)**

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

**Reporting to**:Team Manager

**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**:

- **Criminal clear**
- **Strong communication skills**
- **Computer literate**:

- **Must be a student**
- **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 + 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 22.5 hours per week.**

**Monday to Friday: You will be required to work a maximum of 4.5 hours per day (in the week that you do not work a Saturday) shifted between the times of 16:00PM to 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.**

**Application Process**

**Training Requirements**
- **Training lasts 13 days (Monday to Friday, 07:30 - 16:30).**:

- **Full attendance for all 13 days is mandatory.**:

- **Trainees must pass all online or manual assessments. If any are failed, two additional attempts will be given.**:

- **Failure to meet the pass rate after three attempts may lead to termination of employment.**

**This appointment will be made in line with the Nimble Group Employment Equity Plan.