Job Reference Number:
TFS-736
Department:
MIDDLE STAGE COLLECTIONS
Business Unit:
Industry:
Call Centre
Job Type:
Permanent
Positions Available:
1
Salary:
Market Related
The main purpose of the role is to telephonically contact delinquent/arrear customers to make a suitable payment arrangement to achieve the business objectives.
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
Job Requirements
Experience
- Must have at least 18 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
Closing date 2025/05/02