Collections agent - Cape Town Verfied

Salary Negotiable Cape Town, Western Cape Cape Town, Western Cape more than 14 days ago 20-03-2017 10:02:45 AM
04-04-2017 11:15:05 AM
Role Purpose: Engage with customers with overdue payments to understand their circumstances,

ensure the customer is treated fairly and secure mutually beneficial payment commitments,

in line with business objectives, standards and regulatory requirements.

Key Responsibilities

Engage with customers with overdue payments to understand their current position and agree on repayment terms that are affordable and in line with company procedures
Maintain case notes throughout the case-handling process, using the Customer Relationship Management system, thereby ensuring that a complete history of the complaint is accurately documented,
i ncluding all details of the investigation and resolution, so that the details of the case can be recalled for quality, audit, compliance and regulatory purposes.

Make outbound and receive inbound calls and consistently follow the collections call model and techniques
Engage with customers with overdue/potentially overdue payments via various mediums and agree on repayment terms
Identify and escalate customers with overdue payments that are vulnerable or in hardship to ensure that they are handled fairly and with forbearance
Able to check the loan status to confirm whether the customer is with a DCA and follow the appropriate process
Escalate complaints, issues and concerns to the Team Manager, or relevant channel, in order to achieve the best possible outcome for the customer and the business, and in line with company policy and procedures
Proactively identify and escalate potentially fraudulent accounts so that they can be investigated appropriately in accordance with company procedures
Acknowledge and resolve customer complaints at the first-point-of-contact, in line with company policy, and where possible, prevent complaints from escalating
Demonstrate the ability to adapt (quickly) to the needs of a growing company in order to meet defined metrics
Apply practices, procedures and standards to ensure activities and decisions are compliant with risk, legal and regulatory requirements
Engage with external stakeholders by managing the process between company and third party debt collection service providers

Qualifications and Experience

Experience in a Collections call-centre environment
Experience of working in a regulated environment
Computer literacy
Exposure to Live Chat interactions and SMS Technology
Matric
Diplomatic and understanding of customers circumstances
Level headed and calm.
No criminal record
Clear ITC record

Candidates need to be available to start on 3rd April 2017.

Job Type: Full-time

Salary: R8,000.00 /month

Required education:

High school or equivalent
Required experience:
Collections call centre: 3 years
Required language:
English