Collections Agent - Utilities Contact Centre

We are looking for high performance, target driven individuals, with exceptional communication skills. The main purpose of the role will be to speak to customers that have an outstanding balance and help them get out of debt and prevent them falling back into debt by ensuring right and sustainable actions are in place.

Key responsibilities

As a Senior Associate: Operations you will

· Be required to proactively contact customers both by telephone and in writing. This will require both inbound

and outbound calling, most of which will involve ‘telephone dialler’ activity;

· Be required to work to agreed quality standards and within agreed timescales;

· Be responsible for proactively developing and maintaining your specialist industry, business and system

knowledge;

· Be responsible for managing complaints and ensuring the compliance of these;

· Need to liaise with both internal and external colleagues throughout the business and externally with

customers;

· Have knowledge of debt collection techniques and be able to demonstrate excellent negotiation and

communication skills;

· Work with your customers to reduce debt in a timely manner to meet agreed targets. This will involve dealing

with customer’s queries and internal queries within agreed SLA’s. Part of the role will be to mitigate any risk

to our client and take necessary escalation action as appropriate;

· Maintain customer related information on systems to the required standards to progress work, maintain

accurate records, identify gaps in customer’s records and proactively collect appropriate information

Matric

Experience, knowledge, skills and attributes required

· 6-12 Months’ call center experience with preference given to those who have previous knowledge in

Collections;

· Preference will be given to candidates with experience in dealing with international clients (particularly in the

US Market);

· High proficiency in verbal and written English (a neutral accent is preferred as customers are businesses

based in Canada);

· Customer orientation in an international and multicultural context; able and willing to find out what the

customer wants and needs and to act accordingly, taking the organization's costs and benefits into account;

· Focus on quality; Set high quality standards for your work and strive for continuous improvement