Job Description

JOB PURPOSE

The main purpose of the role is to telephonically contact delinquent/arrear customers to make a suitable payment arrangement to achieve the business objectives.

Inbound and Outbound SLA and work queues

• Dealing with both inbound and outbound calls within the guidelines of the set legal framework
• Tracing uncontactable customers
• Achieve daily collections targets and monthly KPA targets

Payment Negotiations

• Negotiate payments from customers following the call script within dialler time
• Advising customers of their arrear status and making suitable payment arrangements within the set guidelines to achieve a payment target
• To rehabilitate and educate customers with regards to their payment profile
• Prevent account roll forward, reduce account balance in the respective service

Customer Service

• To advise customers on product, legislative and account related queries
• Ensure that a polite, friendly, efficient and professional service is provided
• To achieve customer satisfaction at all times
• To action customer instructions in an efficient and timeous manner
• To action administrative requirements related to customer account management

Adherence

• Adhere to workforce schedule i.e. lunch and body breaks
• Adhere to all Company Policies and Procedures i.e. Absence Management, House Rules, Disciplinary Policy as set out by the business

Experience

• Must have at least 12 months Collections experience in the call centre environment

Qualification

• Grade 12

Functional Knowledge and Skills

• Software: Must be efficient in Account Management Debtor Systems
• Excellent verbal & written communication skills
• Strong problem solving and negotiation skills
• Understanding of the Retail Credit Account Management business
• Ability to work in a highly competitive and dynamic environment

Please note only shortlisted candidates will be contacted. Should you not receive a response within 14 days, please consider your application as unsuccessful. The company is committed to creating and maintaining an environment, which provides equal opportunities to all its employees, however, preference will be given to Affirmative Action applicants.

No late submissions will be accepted.

Tenacity Financial Services