Outbound Collections Agent (Night Shift)

Outbound Collections Agent (Night Shift)

Job Purpose: To negotiate with arrears account customers to maximise debt recovery and profitability

Reporting to: Team Manager

Key Performance Areas

Collections Management

• Ensure that allocated collection target/s are achieved

• Ensure that allocated productivity target/s are achieved

• Use effective communication and negotiation to ensure successful commitments to pay (Promises to Pay)

• Follow-up daily on progress of the PTP's and the respective statuses to optimise collections

• Ensure full understanding of product/s working on

• Understands, interprets and applies laws, rules, regulations, policies and/or procedures to collections process

• Adhere to / utilize the collections call script/s

• Ensure that all debtors information held on record is up to date and accurate Ensure that the accounts are properly maintained at all time on the collections system

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

Productivity Management

• Demonstrates an understanding of daily, weekly and monthly productivity targets and applies these to the daily collections process:

1. Number of calls made
2. Productive hours
3. Number of accounts / matters worked
4. Number of Right Party Contacts (RPC’s) - Ensure that RPC’s are converted into PTP’s
5. Number of fixed arrangements (PTP’s) - Ensure that PTP’s are converted into collections
6. Average PTP Value

Quality & Compliance Management

• Understand, interpret and apply laws, rules, regulations, policies and/or procedures to collections process, including but not limited to; National Credit Act, Debt Collections Act, Company policies and procedures, IT policies and procedures
• Demonstrates an accurate understanding of the collection system/s and can navigate it successfully
• Adhere to / utilize the collections call script/s
• Practice sound data ethics: ensure that all system requirements are adhered to and that special attention is paid to the quality of information obtained and captured - Ensure that all debtors information held on record is up to date and accurate and ensure that the accounts are properly maintained at all time on the collections system
• One-touch resolution

• Delivery of high level of customer service by maintaining a pleasant and enthusiastic manner with everyone and ensuring that queries are dealt with promptly (debtors) Deal with people and/or debtors in a manner which shows empathy, tact, and professionalism.
• Receive, respond and/or escalate (where necessary) incoming queries or complaints; provide information, explain policy and procedures, and/or facilitate a resolution
• Confidentiality

Requirements:

• Criminal clear

• Strong communication skills

• Computer literate
• Must be a student

• Understanding / working knowledge of a collections system is advantageous

Skills:

• Target driven

• High level of integrity

• Strong work ethic

• Self-motivated

• Able to work under pressure

• Reliable

• Time management

• Able to work in a team

Remuneration Structure:

• Basic Salary + Commission

• Funeral Cover (at the full cost of the employer)

• Life Cover (at the full cost of the employer)

• Disability Cover (at the full cost of the employer)

• Medical Cover (at the full cost of the employer, after successful completion of probation period)

• Subsidized schooling to PEAK Child Educare
• Paid maternity leave (in line with Company policy)

Working Hours:

You will be required to work a maximum of 22.5 hours per week.

Monday to Friday: You will be required to work a maximum of 4.5 hours per day (in the week that you do not work a Saturday) shifted between the times of 16:00PM to 20:30 as agreed by management.

Saturdays: You will be required to work a maximum of 6 hours per day on a maximum of 2 Saturdays per month shifted between the times of 08:00 and 14:00 as agreed by management.

Application Process

• Shortlisted applicants will be contacted via phone or email for an interview, which could be held either telephonically or in-person.
• If not shortlisted, applicants will be informed via email

Training Requirements

• Training lasts 13 days (Monday to Friday, 07:30 - 16:30).
• Full attendance for all 13 days is mandatory.
• Trainees must pass all online or manual assessments. If any are failed, two additional attempts will be given.
• Failure to meet the pass rate after three attempts may lead to termination of employment.

This appointment will be made in line with the Nimble Group Employment Equity Plan.