Job Description

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.

• Grade 12
• Previous 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.

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