Call Centre Agent - Debt Collection: Litigation
Listing reference: nef_000085
Listing status: Under Review
Apply by: 4 September 2024
Position summary
Industry: Financial Services
Job category: Call Centre and Telesales
Location: Sandton
Contract: Fixed Term Contract
Remuneration: Market Related
EE position: Yes
Introduction
The Call Centre Agent - Debt Collection will be responsible for contacting individuals and businesses to collect outstanding debts. In addition, this role requires strong communication skills, patience, and the ability to handle difficult conversations while maintaining a professional demeanour. This is a 12 months fixed-term contract.
Job description
Debt Collection:
- Make outbound calls to clients to collect overdue payments,
- Negotiate payment plans and settlement options,
- Handle inbound calls from customers regarding their debts,
- Follow up on payment commitments and update account statuses.
Customer Service:
- Address customer inquiries and provide information on outstanding debts,
- Maintain a customer-centric approach while adhering to company policies and procedures.
Record Keeping:
- Accurately document all interactions and payment agreements in the company’s database.
- Ensure all records are kept confidential and comply with data protection regulations.
Compliance:
- Adhere to all relevant legal and regulatory requirements and debt collection laws.
- Stay updated on changes in debt collection laws and company policies.
Performance:
- Meet or exceed monthly and quarterly collection targets.
- Participate in training and development programs to enhance collection techniques and customer service skills.
Minimum requirements
Qualification Requirements
- Matric (Grade 12) or equivalent
- Relevant post-matric qualification in finance, accounting, or a related field is advantageous
- A paralegal qualification will be an added advantage
Experience / Skills Required
- Previous experience in a call centre or debt collection role is preferred.
- Experience in customer service is beneficial.
- Excellent verbal and written communication skills.
- Strong negotiation and persuasion abilities.
- Good problem-solving skills and ability to handle difficult conversations.
- Proficiency in MS Office (Word, Excel, Outlook) and familiarity with CRM systems.
Personal Attributes/Behaviours/Attitudes
Cognitive Competencies
- Attention to detail
- Focused and sustained attention
Intrapersonal Competencies
- Excellence/ Quality Orientation
- Rule Orientation
- Drive and Results Orientation
- Time and Self-Management
Interpersonal Competencies
- Interpersonal Agility
- Customer Service Orientation
- Teamwork
Communication Competencies
- Verbal and Written Communication
Functional Competencies
- Process and Technological Competence