Outbound Collections Agent (Night Shift)Job Purpose: To negotiate with arrears account customers to maximise debt recovery and profitability.Reporting to: Team ManagerKey Performance AreasCollections ManagementEnsure that allocated collection target/s are achieved.Ensure that allocated productivity target/s are achieved.Use 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 collections.Ensure full understanding of product/s worked on.Understand, interpret and apply laws, rules, regulations, policies and/or procedures to collections process.Adhere to/utilize the collections call script/s.Ensure that all debtors information held on record is up to date and accurate.Ensure that the accounts are properly maintained at all times on the collections system.Deal with people and/or debtors in a manner which shows empathy, tact, and professionalism.Productivity ManagementDemonstrates an understanding of daily, weekly and monthly productivity targets and applies these to the daily collections process:Number of calls made.Productive hours.Number of accounts/matters worked.Number of Right Party Contacts (RPC's) - Ensure that RPC's are converted into PTP's.Number of fixed arrangements (PTP's) - Ensure that PTP's are converted into collections.Average PTP Value.Quality & 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 procedures.Demonstrates an accurate understanding of the collection system/s and can navigate it successfully.Adhere to/utilize the collections call script/s.Practice sound data ethics: ensure that all system requirements are adhered to and that special attention is paid to the quality of information obtained and captured.One-touch resolution.Delivery of high level of customer service by maintaining a pleasant and enthusiastic manner with everyone and ensuring that queries are dealt with promptly.Receive, respond and/or escalate (where necessary) incoming queries or complaints; provide information, explain policy and procedures, and/or facilitate a resolution.Confidentiality.Requirements:Criminal clear.Strong communication skills.Computer literate.Must be a student.Understanding/working knowledge of a collections system is advantageous.Skills:Target driven.High level of integrity.Strong work ethic.Self-motivated.Able to work under pressure.Reliable.Time management.Able to work in a team.Remuneration Structure:Basic Salary + Commission.Funeral 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 Educare.Paid maternity leave (in line with Company policy).Working Hours:You will be required to work a maximum of 22.5 hours per week.Monday to Friday: You will be required to work a maximum of 4.5 hours per day (in the week that you do not work a Saturday) shifted between the times of 16:00 PM to 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.Application Process:Shortlisted applicants will be contacted via phone or email for an interview, which could be held either telephonically or in-person.If not shortlisted, applicants will be informed via email.Training Requirements:Training lasts 13 days (Monday to Friday, 07:30 - 16:30).Full attendance for all 13 days is mandatory.Trainees must pass all online or manual assessments.
If any are failed, two additional attempts will be given.Failure to meet the pass rate after three attempts may lead to termination of employment.This appointment will be made in line with the Nimble Group Employment Equity Plan.
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