Reporting to: Team Manager

Job Purpose: Locating and confirming contact information for customers who could previously not be contacted by means of desk-top tracing

Location: Woodstock, Cape Town

Shift: Day and Night (see working hours below)

KEY PERFORMANCE AREAS:

Under the management / direction of the Team Manager, the Trace Agent will have the following responsibilities (including but not limited to):

  • Trace management

o Ensure full understanding and implementation of the desk-top trace process

o Ensure that allocated RPC target/s are achieved

o Ensure full understanding and mastery of desk-top trace tools/systems/applications/websites

o Use effective search techniques on trace tools/systems to track down the most recent contact details for trace accounts

o Follow-up on all leads received with tenacity

o Effective probing, communication and negotiation with third parties (friends, neighbours, relatives, employers and former employers) to establish successful contact with correct party

o Evaluate and verify information received

o Follow written and/or oral instructions to ensure successful application of business and trace processes

o Manage responsibilities with initiative, common sense and time management

o Provides information, explains policy and procedures, and/or facilitates a resolution

o Demonstrate sound understanding of business and legislative requirements

  • Quality management

o Understands, interprets and applies laws, rules, regulations, policies and/or procedures to trace process

o Adhere to / utilize the trace workflow

o Deals with people and/or debtors in a manner which shows empathy, tact, and professionalism

o Ensure that new contact information is accurately updated

  • Ensure that the trace accounts are properly handled at all times on the collections system
  • Productivity management
    • Demonstrates understanding of daily productivity targets and applies to trace process:

o Work the targeted number of matters (accounts) per day

  • Achieve the targeted number of RPC’s per day

REQUIREMENTS:

  • Proven experience in a similar role is mandatory – A minimum of 1 year recent experience in the position of collections agent / trace agent
  • English language proficiency and one other South African language
  • Competent in MS Office Skills/Knowledge/Attributes
    • MS Word
    • MS Excel
    • MS Office
  • Experience in using the following trace tools will be preferable;
    • CPB
    • Compuscan
    • Google

SKILLS / KNOWLEDGE / ATTRIBUTES:

  • Analytical
  • Research and investigative ability
  • Persuasive / influencing skills
  • Tenacious
  • Problem solver
  • Ability to listen effectively
  • Ability to work under pressure and think on your feet and use initiative
  • Outstanding communication and interpersonal abilities
  • Attention to detail
  • Excellent organisational and planning skills
  • A team player – works well in a team and contributes to the team’s success

WORKING HOURS:

DAY SHIFT: Monday – Friday, 07:30 – 15:45. Saturday, a maximum of 2 Saturdays per week from 08:00 until 14:00

OR

NIGHT SHIFT: Monday – Thursday, 16:00 – 20:30. Friday, 16:00 – 20:00. Saturday, a maximum of 2 Saturdays per week from 08:00 until 14:00