Role Summary
We are recruiting Customer Advisors to deliver amazing service to our client and their customers whilst working towards meeting performance targets and standards in our collections department.
Job Description
The purpose of the role of the Customer Advisor – Collections agent is to telephonically collect outstanding payments on the clients portfolio from debtors who have accounts in arrears in an outbound call centre environment. Alongside, you will be required to offer excellent customer service as well.
REQUIREMENTS:
- Minimum Grade 11
- Minimum of 6 months experience as a debt collections / customer service agent
- Clear credit and criminal record
- Basic computer literacy (Outlook and MsWord essential)
- Must be available to work rotational shifts, weekends and public holidays
COMPETENCIES REQUIRED:
- Excellent listening skills
- Communication skills
- Attention to detail
- Ability to work under pressure in an ever-changing environment
- High level of confidentiality and integrity and ability to remain professional at all times
- Handling objections
- Ability to function under pressure and maintain a positive can- do attitude
- Self-motivated, takes responsibility and has a sense of pride in their work
- Ability to work independently and in a team
- Exceptional negotiation, persuasion and objection handling skills
- Customer centric
- Target driven
KEY RESPONSIBILITIES:
- Answering questions about the debt repayment process
- Providing excellent customer service to customers telephonically
- Providing debtors with guidance in resolving their outstanding debt
- Monitoring the amount paid off by debtors and making sure it’s to an agreed level
- Maintaining concise notes for each call to a debtor
- Informing debtors about the status of their accounts
- Terminating accounts
- Updating accounts with notes
- Notifying debtors of any contractual or administrative changes to their accounts
- Making arrangements if the debtor cannot pay balance in full
- Sending out reminder notices and account statements
