Call Centre Consultant - Midrand, South Africa - Thanda Human Capital

Thanda Human Capital
Thanda Human Capital
Verified Company
Midrand, South Africa

1 week ago

Thabo Mthembu

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Thabo Mthembu

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Description

Purpose of the Job:

Collections on accounts that are in arrears in order to rehabilitate the accounts in a cost effective manner. This is done primarily by telephone. Data capturing. Identifying queries and complaints on accounts. Customer Service. Achieve set productivity and collection targets.


Requirements:


  • Matric
  • MUST
  • 1 year working experience as a Call Centre Consultant
  • Collections experience is a plus
  • Inbound and/or Outbound experience (minimum requirement)
  • Excellent communication skills, both written and verbal (key)
  • Proficiency in English (vital)
  • Good Telephone Etiquette (imperative)
  • Basic Computer Literacy

Competencies:


  • Analytical with precise attention to detail
  • Client centric
  • Conflict handling skills
  • Customer liaison and interpersonal skills
  • Knowledge and understanding of systems and regulatory standards applicable in Call Centre
  • Listening sills
  • Negotiation SkillsProblem solving skills
  • Query resolution skills
  • Sense of urgency
  • Stress tolerance
  • Target driven
  • Team orientation

Key Performance Areas:


Collections:


  • Achieve set collection targets
  • Contact and collect as per Collections Call Centre policies and procedures
  • Confirm right party contact
  • Probe, determine and update system with reason for the account being in arrears
  • Negotiate payment arrangement with the client within set mandates
  • Work all linked accounts as per client's profile
  • Confirm and or update client's details banking details, salary date, repayment method and frequency (weekly, fortnightly and monthly)
  • Load Promise to Pay (PTP) on system as agreed with client
  • Capture notes on system regarding important information and arrangement with client
  • Summarize and confirm payment arrangement with client
  • Wrap up using the correct wrap up code to end the call

Third party contact:


  • Probe for client / next of kin / new employer information
  • Ascertain best time and or number to call client
  • Perform appropriate redial wrap up on alternative numbers by using the dialler system
  • Set dialler system to contact client at best time
  • Capture all information in the memo field

Promise to Pay:


  • Probe, determine and update system with reason for the account being in default
  • Negotiate payment arrangement with the client to ensure that the PTP is honoured
  • Work all linked accounts as per client's profile
  • Agree and confirm the following: payment amount, date and method
  • Load promise to pay on the system
  • Capture notes on system regarding important information and arrangement with client
  • Summarize and confirm payment arrangement with client
  • Wrap up using the correct wrap up code to end the call

Productivity:


  • Comply to agreed wrap up time percentage versus total time on system
  • Work set number of accounts daily
  • Comply to minimum system log on time
  • Work all linked accounts as per client's profile

Quality:


  • Comply with the Collections Call Centre policies and procedures
  • Achieve set quality targets
  • Minimize number of errors on: call handling skills, wrapping of call, loading of PTP's, repayment methods, client details update
  • Work all linked accounts as per client's profile

Job Types:
Full-time, Permanent


Salary:
R8, R8,800.00 per month


Ability to commute/relocate:

  • Midrand, Gauteng: Reliably commute or planning to relocate before starting work (required)

Education:


  • High School (matric) (preferred)

Experience:


  • Banking call centre: 1 year (preferred)
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