Job Summary
Job Overview:
The Early Stage Collections Specialist plays a crucial role in proactively contacting customers who are behind on payments, aiming to resolve outstanding balances and maintain positive customer relationships. This role involves effective communication and negotiation skills to find mutually agreeable solutions.
Key Responsibilities:
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Customer Contact: Initiate contact with customers who have missed payments through phone calls.
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Debt Resolution: Work with customers to understand their financial situations and develop customized repayment plans or settlement options.
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Documentation: Maintain accurate and up-to-date records of all communication and agreements with customers.
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Compliance: Adhere to all relevant laws, regulations, and company policies governing collections practices, ensuring ethical and legal collection procedures.
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Customer Relations: Maintain a respectful and empathetic approach when dealing with customers, striving to preserve positive relationships and provide excellent customer service.
- Payment Processing: Assist customers with making payments, setting up automated payment plans, and processing payments accurately.
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Negotiation: Negotiate payment terms, settlements, or alternative solutions to facilitate debt recovery.
Qualifications:
- Matric Certificate or equivalent
- Previous experience in collections, customer service, or a related field is an advantage.
- Strong negotiation and interpersonal skills.
- Excellent verbal and written communication skills.
- Ability to remain calm and empathetic when dealing with upset or challenging customers.
- Knowledge of debt collection laws and regulations is a plus.
- Proficiency in using computer software and database systems for tracking and documenting collection efforts.
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