Job Summary
Company based in Kuilsriver, Cape Town
Position - Late Stage Collections Agent
The main purpose of the role is to telephonically contact delinquent/arrears customers to make a suitable payment arrangement to achieve the business objectives.
Main Activities:
Outbound SLA and work queues
- Servicing outbound calls effectively
- Achieve daily collections targets and monthly KPA targets
Payment Negotiations
- Effective negotiation to ensure account rehabilitation in an efficient and professional manner
- Prevent account roll forward, reduce account balance in the respective service
Customer Service
- To advise customers on product, legislative and account related queries
- 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
Qualification:
- Must have a Senior Certificate – Grade 12
Experience:
- Must have at least 2 years Late Stage Collections experience in the call centre environment
Functional Knowledge and Skills:
- Software: Must be efficient in Account Management Debtor Systems
- Excellent verbal & written communication skills
- Strong problem solving and negotiation skills
- Understanding of the Retail Credit Account Management business
- Ability to work in a highly competitive and dynamic environment