Collections Agent

About the position

Key Performance Areas
Generate revenue

• Collect money on profile 0 - 2+ delinquent accounts (60-90 days) within 30 days
• Obtain "promise to pay" from customers
• Rehabilitate and educate customers with regards to their payment profile
• Achieve daily collection targets

Efficiency and productivity

• Negotiate payments from customers following the call script, within dialer time and meet departmental KPA targets
• Completion of lost time sheets on a daily basis
• Adhere to company systems, processes, policies and procedures
• Constantly and proactively look for ways to improve efficiencies through performance, communications, procedures and systems

Customer service

• Negotiate with customers in a way that does not tarnish the relationship of the customer
• Ensure that a polite, friendly, efficient and professional service is provided

Quality standards

• Focus on "getting it right first time" in order to ensure that correct and precise information is relayed to customers
• Capture all details of customer liaison and agreements accurately onto the system

Requirements

• Qualifications & Accreditations
• Grade 12 / Matric or Equivalent Qualification
• Experience & Skills
• Minimum of 1 year Collections experience within a Contact Centre
• Effective communication skills (verbal and written)
• Must be available to work shifts, weekends and public holidays
• Clear credit and criminal record
• Must be computer literate (Email, Internet, Word and Excel)
• Excellent telephone etiquette

Desired Skills:

• Debt Collection
• Contacting customers
• Call Center Services

Desired Work Experience:

• 1 to 2 years Financial Advisory & Consulting Service
• 1 to 2 years Debt, Rent / Cash Collection

Desired Qualification Level:

• Grade 12 / Matric