Outbound Collections Agent for Nimble | Onsite CT (Night Shift) | 4pm to 8:30pm
Job Purpose: To negotiate with arrears account customers to maximise debt recovery and profitability
Location: Woodstock, Cape Town
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:
- Number of calls made
- Productive hours
- Number of accounts / matters worked
- Number of Right Party Contacts (RPC’s) – Ensure that RPC’s are converted into PTP’s
- Number of fixed arrangements (PTP’s) – Ensure that PTP’s are converted into collections
- 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
- 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.
This appointment will be made in line with the Nimble Group Employment Equity Plan.