Collections Agent

5 days ago

Northern Suburbs, South Africa Tenacity Financial Services Full time

**Job Purpose**

The main purpose of the role is to action and resolve Collections queries via telephone to meet the Collections objectives of the business.

**Inbound SLA and work queues**
- Dealing with Inbound Calls within the guidelines of the set legal framework
- Dealing with Inbound SMS's within the guidelines of the set legal framework
- Achieve daily targets and monthly KPA targets

**Payment Negotiations**
- Negotiate payments from customers following the call script within SLA parameters
- Advising customers of their arrear status and making suitable payment arrangements within the set guidelines to achieve a payment target
- To rehabilitate and educate customers with regards to their payment profile
- Prevent account roll forward, reduce account balance in the respective service

**Customer Service**
- To advise customers on product, legislative and account related queries
- Ensure that a polite, friendly, efficient and professional service is provided
- To achieve customer satisfaction at all times
- To action customer instructions in an efficient and timeous manner
- To action administrative requirements related to customer account management

**Adherence**
- Adhere to workforce schedule i.e. lunch and body breaks
- Adhere to all Company Policies and Procedures i.e. Absence Management, House Rules, Disciplinary Policy as set out by the business
- Must have a Senior Certificate - Grade 12
- Must have at least 12 months collections experience in the call centre environment
- Good command of the English and an additional language
- Understanding of the Retail Credit Account Management business
- Strong problem solving and negotiation skills
- Strong communication (both verbal and written) and customer service skills
- Ability to work in a highly competitive and dynamic environment
- Must be numerate and have strong attention to detail
- Computer literacy; must be efficient, Account Management Debtor Systems
- Available to work shifts and alternate Saturdays

**Personality Attributes**:

- Enthusiastic
- Dynamic
- Driven & Goal orientated
- Flexible
- Take ownership of tasks
- Self motivated
- Shows initiative
- Enjoys a challenge
- Thinks outside the box

**No late submissions will be accepted.

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