Device Rental Agent_Middle Stage Collections
Tenacity Financial Services
Northern Suburbs (Cape)
Job Reference Number: TFS-659
Department: Device Rental MSC Agent
Industry: Call Centre
Job Type: Permanent
Positions Available: 11
Salary: Market Related
The main purpose of the role is to telephonically contact delinquent/arrear customers to make a suitable payment arrangement to achieve the business objectives.
Job Description
JOB PURPOSE
The main purpose of the role is to telephonically contact delinquent/arrear customers to make a suitable payment arrangement to achieve the business objectives.
Inbound and Outbound SLA and work queues
Dealing with both inbound and outbound calls within the guidelines of the set legal framework
Tracing uncontactable customers
Achieve daily collections targets and monthly KPA targets
Payment Negotiations
Negotiate payments from customers following the call script within dialler time
Advising customers of their arrear status and making suitable payment arrangements within the set guidelines to achieve a payment target
To rehabilitate and educate customers with regards to their payment profile
Prevent account roll forward, reduce account balance in the respective service
Customer Service
To advise customers on product, legislative and account related queries
Ensure that a polite, friendly, efficient and professional service is provided
To achieve customer satisfaction at all times
To action customer instructions in an efficient and timeous manner
To action administrative requirements related to customer account management
Adherence
Adhere to workforce schedule i.e. lunch and body breaks
Adhere to all Company Policies and Procedures i.e. Absence Management, House Rules, Disciplinary Policy as set out by the business
Job Requirements
Experience
Must have at least 18 months Collections experience in the call centre environment
Qualification
Grade 12
Functional Knowledge and Skills
Software: Must be efficient in Account Management Debtor Systems
Excellent verbal & written communication skills
Strong problem solving and negotiation skills
Understanding of the Retail Credit Account Management business
Ability to work in a highly competitive and dynamic environment
Please note only shortlisted candidates will be contacted. Should you not receive a response within 14 days, please consider your application as unsuccessful. The company is committed to creating and maintaining an environment, which provides equal opportunities to all its employees, however, preference will be given to Affirmative Action applicants.
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