Middle Stage Collections Agent - Northern Suburbs, South Africa - Tenacity Financial Services

Tenacity Financial Services
Tenacity Financial Services
Verified Company
Northern Suburbs, South Africa

1 week ago

Thabo Mthembu

Posted by:

Thabo Mthembu

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Description

JOB PURPOSE


The main purpose of the role is to telephonically contact delinquent/arrear customers to make a suitable payment arrangement to achieve the business objectives.


Outbound SLA and work queues

  • Dealing with both inbound and outbound calls within the guidelines of the set legal framework
  • Tracing uncontactable customers
  • Achieve daily collections targets and monthly KPA targets

Payment Negotiations

  • Negotiate payments from customers following the call script within dialler time
  • 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

Experience

  • Must have at least 18 months Collections experience in the call centre environment

Qualification

  • Grade 12

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
**No late submissions will be accepted.
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