Collections Agent

The main purpose of the role will be to speak to customers that have an outstanding balance and help them to not only get out of debt, but prevent them from falling back into debt, by ensuring that right and sustainable actions are in place.

Key Responsibilities

• Proactively contact customers via telephone and in writing in order to drive collections
• Work to agreed quality standards and agreed timescales
• Responsible for managing complaints and ensuring compliance
• Liaise with internal and external colleagues throughout the business and externally with customers
• Dealing with customer queries and internal queries within agreed SLAs to reduce customer debt
• Maintain customer related information on systems to the required standards to progress work, maintain accurate records, identify gaps in customer records and proactively collect information
• Outbound calls to customers
• Debt collection
• Manage complaints
• Maintain customer information on systems
• Inbound call handling

Matric

Key Requirements:

• Minimum of 6-12 months collections experience (non-negotiable)
• Computer literacy
• Proficient in MS Word, Email and good typing speed
• Neutral accent with excellent verbal and written English communication skills
• Strong collections experience
• Good negotiation skills
• Decision making, and analytical skills
• A high-level of understanding, patience and empathy to navigate difficult customer conversations with professionalism under pressure
• Team player with a disposition to learn
• Objection handling ability