x6 Inbound Collections Agent Wanted in Cape Town at Tenacity Financial Services
The main purpose of the role is to action and resolve Collections queries via telephone to meet the Collections objectives of the business.
Job Description
Inbound and Outbound SLA and work queues
- Dealing with both inbound and outbound calls within the guidelines of the set legal framework
- Obtain “promise to pay” from customers
- Resolve All customer related matters in a Professional, polite and timeous manner
- Achieve daily collections targets and monthly KPA targets
Customer Service
Handling Incoming Calls & Customer Engagement
- Maintain a professional and empathetic tone.
- Educate customers on the consequences of non-payment and benefits of resolving debt.
- To always achieve customer satisfaction through First Call Resolution
- To action customer instructions in an efficient and timeous manner
- Respond to customer inquiries related to overdue accounts.
- Provide account information, payment options, and resolve disputes
- To advise customers on product, legislative and account related queries
- To action administrative requirements related to customer account management.
Debt Recovery/ Collection
- To rehabilitate accounts in an efficient and professional manner
- Persuade customers to make payments or set up payment arrangements.
- Negotiate payment terms within company guidelines.
Email Support
Customer Communication
- Respond to inbound emails regarding:
- Account balances and payment history.
- Payment arrangements or settlement offers.
- Disputes or queries about charges.
Payment Follow-ups
- Send reminders for missed payments or upcoming due dates.
- Confirm receipt of payments and provide reference numbers or receipts.
- Escalate non-responsive accounts to outbound or legal teams if necessary.
Documentation Handling
- Receive and process documents such as:
- Proof of payment.
- ID copies or signed arrangements.
- Income affidavits or financial statements (if applicable).
- Ensure documents are correctly filed and linked to the customer account.
Multimedia and Administrative functions
Email Handling
- Respond to customer queries regarding account balances, payment arrangements, or disputes.
- Send payment confirmations, reminders, and follow-ups.
Job Requirements
Qualification
- Grade 12
Experience
- Must have at least 18 months collections experience in the call centre environment
