Collections Agent - BPO Johannesburg
Job Purpose:
The Collection Agents Application - BPO responsibility is to contact debtors to collect on outstanding accounts which are in default and arrange payments in a professional and effective manner.
NB: Please note that this is a night shift role.
Minimum requirements (Qualifications and Experience):
- Grade 12/Matric.
- Must be ITC Clear
- Must have a Clear Criminal Record
- 1+ years of work experience as a Collection Agent within a BPO
- Must have a minimum of one year of experience working on an international campaign.
- Willingness to work night shift.
- Good written and verbal communication (neutral accent).
- Knowledge of the function, process, and systems.
- Knowledge of the function and process in a Call Centre Environment.
- Proficiency in MS Office (Advantageous).
- Experience in working with targets and tight deadlines.
- Relationship Management.
- Knowledge of relevant legislative requirements.
Key Responsibilities:
- Arrange for debt repayment or establish repayment schedules based on debtors' financial situation.
- Confirm right party contact.
- Probe and determine reason for non-payment and update the system accordingly.
- Deploy bespoke retention and development plans for key employees.
- Negotiate payment arrangement with the debtor within set mandates.
- Confirm and/or update debtor’s details, banking details, employee information and repayment method and frequency (weekly, fortnightly or monthly).
- Load Promise to Pay (PTP) on system as agreed with debtor.
- Effective collection on active and disconnected accounts.
- Effective collection of active debtors and minimizing the rollover of accounts.
- Ensure client satisfaction by resolving queries quickly, efficiently and in accordance with the relevant procedure.
- Complete daily productivity reports accurately and timeously.
- Ensure that monthly targets and deadlines are achieved.
- Meet division qualitative standards in terms of inputs and outputs.
- Minimize number of errors on accounts worked.
Behavioural Competencies Required:
- Deadline driven.
- Stress Tolerance.
- Accountable.
- Team Player.
- Problem Solving.
- Achieving personal work goals and objectives.
- Cope well with pressure and setback.
- Follow instructions and procedures.