Collections Consultant-HomeChoice

🗏Job Type

Full Time

Key Performance Areas

Meet department objectives by achieving performance metrics (targets) set

Focus on achieving all Collections goals, targets & objectives set by the department:
Operational Cash Outcomes
Conversion Rates
Activation Rates
Debit Order Conversion Rates
Restructures
Obtaining a reasonable repayment outcome on profile 0 – 4+ accounts (60-90 days) within 30 days
Obtain “promise to pay” from customers
Rehabilitate and educate customers with regards to their payment profile
Meet operational and quality efficiencies

Negotiate payments from customers following the call script, within dialler time
Completion of lost time sheets on a daily basis
Constantly and proactively look for ways to improve efficiencies
Ensure full understanding of the Collections processes, policies and procedures
Before speaking to a customer, obtain all facts at hand regarding the account and ensure that the call is proactively handled by asking the right questions and obtaining confirmation of the agreement made
Meet the performance criteria set for all calls on a daily basis, maintaining high levels of recovery call productivity and achieving the best outcome possible
Ensure that detailed notes are made by utilizing the system efficiently and effectively
Follow department policies and procedures based on customers risk profile
Utilize positive communication and innovative techniques
Ensure that the quality of work produced is in line with the department policies, procedures and service level agreements
Comply with the set out rules and regulations of the department and company
Provide an exceptional customer experience

Ensure a professional, polite and efficient service is offered by acting as an ambassador at all times both internally and externally
Take responsibility for each call by ensuring that advice is always given in the customers best interest
Handle objections / negotiations appropriately to ensure that positive results are achieved whilst maintaining customer satisfaction
Continuously work towards improving the customer experience and service delivery
Please note:

Applications close on the 17th September 2018

Requirements

Qualifications & Accreditations

Grade 12 / Matric or equivalent

A relevant tertiary qualification would be advantageous

Experience & Skills

Minimum of 1 years’ experience within the Collections industry in a Contact Centre environment
Proven track record in problem solving whilst constructively managing conflict and disputes
Effective communication skills (verbal and written)
Must be available to work shifts, weekends and public holidays
Clear credit and criminal record
Must be computer literate (Email, Internet, Word and Excel)
Excellent telephone etiquette
Attributes & Behaviours

Performance-driven and results-orientated with a relentless drive to succeed
A strong can-do attitude and an energetic positive approach
Attention to detail with a thorough approach to work
Excellent listening and interpersonal communication
Team player but able to work independently
Ability to execute promptly and accurately at the same time



Apply Here http://bit.ly/2wDj0Le

Job id : , #71899, 150 views,

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