Reporting to: Team ManagerJob Purpose: To negotiate with arrears account customers to maximise debt recovery and profitabilityLocation: Woodstock, Cape TownKey Performance AreasCollections ManagementEnsure that allocated collection target/s are achievedEnsure that allocated productivity target/s are achievedUse effective communication and negotiation to ensure successful commitments to pay (Promises to Pay)Follow-up daily on progress of the PTP's and the respective statuses to optimise collectionsEnsure full understanding of product/s working onUnderstands, interprets and applies laws, rules, regulations, policies and/or procedures to collections processAdhere to / utilize the collections call script/sEnsure that all debtors information held on record is up to date and accurateEnsure that the accounts are properly maintained at all time on the collections systemDeals with people and/or debtors in a manner which shows empathy, tact, and professionalismProductivity ManagementDemonstrates an understanding of daily, weekly and monthly productivity targets and applies these to the daily collections process:Number of calls madeProductive hoursNumber of accounts / matters workedNumber of Right Party Contacts (RPC's) - Ensure that RPC's are converted into PTP'sNumber of fixed arrangements (PTP's) - Ensure that PTP's are converted into collectionsAverage PTP ValueQuality & Compliance ManagementUnderstand, interpret and apply laws, rules, regulations, policies and/or procedures to collections process, including but not limited to; National Credit Act, Debt Collections Act, Company policies and procedures, IT policies and proceduresDemonstrates an accurate understanding of the collection system/s and can navigate it successfullyAdhere to / utilize the collections call script/sPractice sound data ethics: ensure that all system requirements are adhered to and that special attention is paid to the quality of information obtained and capturedOne-touch resolutionDelivery of high level of customer service by maintaining a pleasant and enthusiastic manner with everyone and ensuring that queries are dealt with promptly (debtors)Receive, respond and/or escalate (where necessary) incoming queries or complaints; provide information, explain policy and procedures, and/or facilitate a resolutionConfidentialityRequirementsA minimum of 6 months working experience within an outbound debt collections environment / outbound sales environment / outbound customer service environment - with proven evidence of past performanceCriminal clearStrong communication skillsComputer literateUnderstanding / working knowledge of a collections system is advantageousSkillsTarget drivenHigh level of integrityStrong work ethicSelf-motivatedAble to work under pressureReliableTime managementAble to work in a teamRemuneration StructureBasic Salary PLUS Uncapped CommissionFuneral Cover (at the full cost of the employer)Life Cover (at the full cost of the employer)Disability Cover (at the full cost of the employer)Medical Cover (at the full cost of the employer, after successful completion of probation period)Subsidized schooling to PEAK Child EducarePaid maternity leave (in line with Company policy)Birthday LeaveFree WIFI in officeWorking HoursYou will be required to work a maximum of 45 hours per week.Monday to Friday: You will be required to work a maximum of 9 hours per day (in the week that you do not work a Saturday) and a maximum of 8 hours per day (in the week that you are working a Saturday) shifted between the times of 07:00 and 20:30 as agreed by management.Saturdays: You will be required to work a maximum of 6 hours per day on a maximum of 2 Saturdays per month shifted between the times of 08:00 and 14:00 as agreed by management.Please note that should your application be shortlisted you will be contacted via telephone or email and invited to attend an interview. Should your application not be shortlisted, you will receive confirmation via email advising you of the outcome.Please note that should your application be successful, and should we make you an offer of employment:The training period runs over a period of 13 days. The training is conducted during the day (Monday - Friday: 07h30 - 16h30). It is compulsory that you are present for the entire duration (13 days) of the training period. If you are not able to be present for each day of the training period then we may be required to drop you off the training group and have you start around a more suitable date which would allow you to be present for the entire duration.The successful completion of the full training period is compulsory. You will be required to complete online and/or hardcopy assessment tests related to each training intervention. You are required to successfully pass all online and/or hardcopy assessment tests prior to assuming collections duties within the workplace. Should you fail any of the requisite online and/or hardcopy manual assessments you will be allowed a maximum of an additional 2 attempts to rewrite such on a date agreed with Learning & Development. Where you, after the completion of the Training Period or the date agreed with Learning & Development as noted above, fails to meet the minimum pass rate of any of the online or hardcopy manually completed assessment tests, the employment contract may be terminated with notice through consultation between the parties.This appointment will be made in line with the Nimble Group Employment Equity Plan.
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