Collections Consultant

4 days ago

Northern Suburbs, South Africa Capfin Full time

The successful incumbent will ensure collections targets are always met with high service levels being maintained. All customers are assisted in a friendly and in a courteous manner and all queries are resolved in line with our Service Level Agreement.

**Key Performance Areas**
- Ensure that you have a full understanding of our collections processes, policies and procedures whilst always adhering to best practice standards
- To achieve the individual performance criteria set for all Consultants whilst at the same time always maintaining a high level of productivity daily
- Obtaining a reasonable Promise to Pay on accounts in Collections that is in line with the approved negotiation strategy and call script
- Ensure that the quality of work produced is in line with the departmental quality standards
- Capture required data accurately in order to ensure all systems are up to date and are used efficiently
- Always provide an Exceptional Customer Experience
- Ensure a professional, polite, and efficient service is always offered by acting as an ambassador internally and externally
- Handle objections / negotiations appropriately to ensure that positive results are achieved whilst maintaining customer satisfaction

**Qualification**
- Senior Certificate - Grade 12

**Experience**
- Minimum of 1 year’s collections experience within a Call Centre environment
- Be fluent in one or more languages

**Functional Competencies**
- Strong negotiation skills
- Target Driven
- Computer and Numeracy literate
- Excellent communication skills (verbal and written)
- Accurate, organised, and able to multitask
- Ability to handle difficult calls in a patient and understanding manner
- Well-presented and be representative of the Company brand
- Ability to work under pressure
- Must be dependable

**Behavioural Competencies**
- Teamwork
- Quality and Detail Orientation
- Strong Customer Service Orientation
- Following instructions and procedures
- Effective Communication
- Assertiveness

**Capfin is committed to creating equal employment opportunities.

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