Collections Agent - HomeChoice (Maternity Cover)

Purpose of this role:

Telephonically collect money from customers who have an outstanding debt with the Company in order to generate cash flows, minimise bad debts, reduce the risk of write-offs and rehabilitate delinquent customers.

Key Performance Areas

Generate revenue

• Collect money on profile 0 – 2+ delinquent accounts (60-90 days) within 30 days
• Obtain “promise to pay” from customers
• Rehabilitate and educate customers with regard to their payment profile
• Achieve daily collection targets

Efficiency and productivity

• Negotiate payments from customers following the call script, within dialler time and meet departmental KPA targets
• Completion of lost time sheets on a daily basis
• Adhere to Company systems, processes, policies and procedures
• Constantly and proactively look for ways to improve efficiencies through performance, communications, procedures and systems

Customer service

• Negotiate with customers in a way that does not tarnish the relationship of the customer with HomeChoice
• Ensure that a polite, friendly, efficient and professional service is provided

Quality standards

• Focus on “getting it right first time” in order to ensure that correct and precise information is relayed to customers
• Capture all details of customer liaison and agreements accurately onto the system

Requirements

Qualifications & Accreditations

• Grade 12 / Matric or equivalent

Experience & Skills

• 1 Year collections experience in a contact centre
• Computer literate

Attribute & Behaviours

• Energetic with positive attitude
• Excellent telephonic manner
• Good negotiation and influencing skills
• Be able to adapt a firm but fair approach with customers regarding payments
• Resilient and change orientated
• Deadline driven

Other Requirements

• Clear credit and criminal record