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

Requirements

Experience

• Must have at least 18 months Collections experience in the call centre environment

Qualification

• Grade 12