Call Center Agent - Collections

Job Description

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:

• 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
• Will 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.
• Will be required to find resolutions for customer debt and use every opportunity to collect cash and minimize bad debt write-offs
• Will be required to work to agreed quality standards and within agreed timescales
• Will be responsible for proactively developing and maintaining your specialist industry, business and system knowledge
• Will be responsible for managing complaints and ensuring the compliance of these
• Will need to liaise with both internal and external colleagues throughout the business and externally with customers
• Maintain customer related information on systems to the required standards to progress work, maintain accurate records, identify gaps in customers records and proactively collect appropriate information.  

Qualifications

Qualifications Required: Matric

Experience, Knowledge, Skills and Attributes Required:

• 6-12 Months Debt Collecting 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
• High proficiency in verbal & 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.
• Exceptional admin skills, with sound follow-through after contact with customers.
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Additional Information