Collections Consultant - HomeChoice (LateShift)

Reference Number
HC893

Purpose of the role

The ideal candidate for this role will be responsible for telephonically obtaining a reasonable repayment outcome from customers who have outstanding debt with the Company in order to generate cash flows, minimise bad debts and ensuring rehabilitation for distressed borrowers.

Key Performance Areas

Meet department objectives by achieving performance metrics (targets) set

Focus on achieving all Collections goals, targets & objectives set by the department:

Operational Cash Outcomes

Conversion Rates

Activation Rates

Debit Order Conversion Rates

Restructures

Obtaining a reasonable repayment outcome on profile 0 – 4+ accounts (60-90 days) within 30 days

Obtain “promise to pay” from customers

Rehabilitate and educate customers with regards to their payment profile

Meet operational and quality efficiencies

Negotiate payments from customers following the call script, within dialler time

Completion of lost time sheets on a daily basis

Constantly and proactively look for ways to improve efficiencies

Ensure full understanding of the Collections processes, policies and procedures

Before speaking to a customer, obtain all facts at hand regarding the account and ensure that the call is proactively handled by asking the right questions and obtaining confirmation of the agreement made

Meet the performance criteria set for all calls on a daily basis, maintaining high levels of recovery call productivity and achieving the best outcome possible

Ensure that detailed notes are made by utilizing the system efficiently and effectively

Follow department policies and procedures based on customers risk profile

Utilize positive communication and innovative techniques

Ensure that the quality of work produced is in line with the department policies, procedures and service level agreements

Comply with the set out rules and regulations of the department and company

Provide an exceptional customer experience

Ensure a professional, polite and efficient service is offered by acting as an ambassador at all times both internally and externally

Take responsibility for each call by ensuring that advice is always given in the customers best interest

Handle objections / negotiations appropriately to ensure that positive results are achieved whilst maintaining customer satisfaction

Continuously work towards improving the customer experience and service delivery

Shifts:
Monday - Friday : 16:30pm to 21:00pm (transport provided)

Saturday : 10:00am to 15:00pm

Public Holidays : 08:00am to 15:00pm

Closing date for applications:
13th August 2018

Qualifications & Accreditations

Grade 12 / Matric or equivalent

A relevant tertiary qualification would be advantageous

Experience & Skills

Minimum of 1 years’ experience within the Collections industry in a Contact Centre environment

Proven track record in problem solving whilst constructively managing conflict and disputes

Effective communication skills (verbal and written)

Must be available to work shifts, weekends and public holidays

Clear credit and criminal record

Must be computer literate (Email, Internet, Word and Excel)

Excellent telephone etiquette

Attributes & Behaviours

Performance-driven and results-orientated with a relentless drive to succeed

A strong can-do attitude and an energetic positive approach

Attention to detail with a thorough approach to work

Excellent listening and interpersonal communication

Team player but able to work independently

Ability to execute promptly and accurately at the same time


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