Collections Agent

**Main purpose of the job**

Develop and maintain excellent relations with new and existing customers resulting in increased levels of collected premiums for rejected debit orders. This is to be achieved through proactive and reactive communication with our customers whose recent account activity indicates that there is an outstanding premium.

**Customer Communication**
- Conduct outbound calls and respond to customer requests within the determined SLA
- Achieve the purpose of the call which is to secure a promise to pay for the rejected debit
- Respond to incoming requests for payment arrangements and persuade our customers to make payment
- Explain products and update customer details in computer system (CRM, DB & related systems)
- Policy amendments and product upgrade/ downgrades and dealing with related queries
- Maintain excellent knowledge of our portfolio of products and services to understand and pre-empt customers’ needs
- Identify opportunities to turn dissatisfied customers into happy customers by resolving relevant queries
- Document customer outcomes to add to our knowledge of reasons why customers choose to reject their debit orders with us
- Follow-up on customer enquires not immediately resolved, within determined SLA’s
- Research billing issues or misapplied payments within determined SLA’s and respond to client
- Follow and adhere to customer care processes, procedures and protocol
- Focus on first call resolution as far as possible

**Process Improvement**
- Identify new business practices/ processes that could be introduced or suggest modifications to existing practices that could reduce the risk of customer cancellation
- Report regularly to Team Manager on all activities relating to the role
- Recognize, document and alert the Manager of trends in cases or queries
- Recommend process improvements
- Other duties as assigned from time to time

**Work collaboratively**
- Build a culture of respect and understanding across the organisation
- Recognise outcomes which resulted from effective collaboration between teams
- Build cooperation and overcome barriers to information sharing, communication and collaboration across the organization
- Facilitate opportunities to engage and collaborate with internal and external stakeholders to develop joint solutions

**Self-Management**
- Follow through to ensure that personal quality and productivity standards are consistently and accurately maintained
- Plan and prioritise, demonstrating abilities to manage competing demands
- Demonstrate abilities to anticipate and manage change
- Demonstrate flexibility in balancing achievement of own objectives with abilities to understand and respond to organizational needs

**Minimum Academic, Professional Qualifications & Experience required for this position**
- Grade 12 with English and a second language
- Relevant qualification (RE5/ FAIS Credits - preferred)
- 1 - 2 years Collections experience (preferred)

**Functional Competencies**
- PC Literacy
- Ability to communicate effectively and clearly in writing and verbally, including drafting correspondence and documents
- Attention to detail and accuracy
- Ability to work independently
- Function under pressure and ability to work under strict deadlines
- Adaptability
- The ability to resolve problems and disputes with clients
- Client Relationship Management

**Essential**
- Evaluating problems
- Investigate Issues
- Creating innovation
- Building Relationships
- Communicating Information
- Showing Resilience
- Adjusting to change
- Giving Support
- Processing Details
- Structuring Tasks
- Driving success
- Profit, Revenue and growth management
- Commercial Acumen
- Business Acumen

**Behaviors**
- Energy
- Passion
- Respect for others
- Honest and Fair
- Creativity
- Entrepreneurial Orientation
- Positive Attitude
- Courage
- Tenacity
- Achieves Results