Objective:To achieve optimal recovery of outstanding client debt through first-time resolution, taking into account individual customer circumstances. This role aims to meet or exceed quality assurance, collections KPIs, and targets while delivering professional and accurate service.
Key Responsibilities:
Customer Interaction:
Handle inbound and outbound calls to meet cash collection goals and business expectations.
Communicate effectively with clients, collecting outstanding payments, and arranging or negotiating repayment plans and direct debit reinstatements through first-time resolution.
Provide members with key information regarding their membership performance to reduce churn.
Process payments via credit and debit cards over the phone.
Operate and interact with business content management systems.
Documentation & Compliance:
Create and maintain comprehensive records of all customer and debt management discussions in line with current procedures.
Manage direct debit schedules in compliance with AUDDIS and BACS regulations.
Oversee the email inbox, delivering excellent service through written communication.
Support business change and management initiatives.
Protect personal and confidential data about employees, customers, members, and suppliers, ensuring compliance with data protection standards.
Personal Development & Team Contribution:
Take ownership of quality, competence, and results.
Actively participate in training and be accountable for personal development and objectives.
Achieve departmental KPIs to contribute to the overall success of the business.
Be passionate about member success, proactively identifying opportunities where others see challenges.
Perform ad hoc duties in line with the evolving business strategy, retaining flexibility in the role.
Key Characteristics for Success:
A skilled influencer and negotiator with a confident telephone manner, capable of clear and concise communication.
A self-starter with a positive and proactive attitude.
Eager to learn, progress, and contribute to the success of the team and the business.
Ability to maintain a friendly demeanor while pushing hard to achieve targets and deadlines.
Strong IT and administrative skills to maintain accurate and up-to-date records.
Strong interpersonal skills, thriving in a team environment.
Ability to work well under pressure, managing multiple tasks while meeting operational needs and departmental goals.
Excellent communication skills, with the patience to listen and understand problems, then offer effective solutions.
Engagement in achieving team and personal targets, reviewed monthly.
A continuous improvement mentality, with the ability to adapt quickly and proactively to changes in processes or departmental initiatives.
Experience Required:
A minimum of 2 years of experience managing a team of collections/payment support advisors within the UK market.
Matric or NQF 4 equivalent qualification.
Outworx is a diverse employer committed to creating an inclusive environment for all employees. If you meet the above criteria and do not hear from us within 14 days, kindly consider your application unsuccessful.
Job Types: Full-time, Permanent
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