Responsibilities:
Customer Contact: Initiate outbound calls to customers with overdue accounts to discuss payment obligations, overdue balances, and potential resolutions.Payment Negotiation: Work with customers to negotiate payment plans or settlements that align with their financial situation and the company's policies.Account Management: Monitor and manage a portfolio of delinquent accounts, ensuring that appropriate follow-up actions are taken on time.Record Keeping: Accurately document all interactions, payment agreements, and account statuses in the company's collections management system.Problem Resolution: Address and resolve customer disputes or concerns regarding their accounts, providing clear explanations and solutions.Compliance: Ensure all collections activities comply with company policies, industry regulations, and legal requirements, including maintaining customer confidentiality.Performance Metrics: Meet or exceed individual and team targets, including recovery rates, call handling time, and customer satisfaction.Skip Tracing: Utilize various tools and methods to locate customers who have become unresponsive, ensuring due diligence in collection efforts.Team Collaboration: Collaborate with other departments, such as Customer Service and Legal, to address complex cases or escalations.Continuous Improvement: Participate in training sessions and workshops to stay updated on best practices, regulations, and company policies. Requirements:
Grade 12Previous experience in collections, customer service, or a call centre environment, preferably within the financial services sector.Communication Skills: Excellent verbal and written communication skills, with the ability to handle difficult conversations with tact and professionalism.Negotiation Skills: Strong negotiation and persuasion skills, with the ability to reach mutually beneficial payment arrangements.Technical Skills: Proficiency in using collections software, CRM systems, and basic computer applications (e.g., MS Office).Attention to Detail: Strong organizational skills and attention to detail, with the ability to manage multiple accounts and tasks simultaneously.Resilience: Ability to remain calm and composed in challenging situations, with a positive and persistent attitude.Compliance Awareness: Knowledge of relevant laws, regulations, and best practices in debt collection, including consumer protection laws.Time Management: Effective time management skills, with the ability to prioritize tasks and meet deadlines.
