Trace Agent

Reporting to: Team Manager

Job Purpose: Locating and confirming contact information for customers who could previously not be contacted by means of desk-top tracing

Location: Woodstock, Cape Town

Shift: Day and Night (see working hours below)

KEY PERFORMANCE AREAS:

Under the management / direction of the Team Manager, the Trace Agent will have the following responsibilities (including but not limited to):

Trace management
o Ensure full understanding and implementation of the desk-top trace process

o Ensure that allocated RPC target/s are achieved

o Ensure full understanding and mastery of desk-top trace tools/systems/applications/websites

o Use effective search techniques on trace tools/systems to track down the most recent contact details for trace accounts

o Follow-up on all leads received with tenacity

o Effective probing, communication and negotiation with third parties (friends, neighbours, relatives, employers and former employers) to establish successful contact with correct party

o Evaluate and verify information received

o Follow written and/or oral instructions to ensure successful application of business and trace processes

o Manage responsibilities with initiative, common sense and time management

o Provides information, explains policy and procedures, and/or facilitates a resolution

o Demonstrate sound understanding of business and legislative requirements

Quality management
o Understands, interprets and applies laws, rules, regulations, policies and/or procedures to trace process

o Adhere to / utilize the trace workflow

o Deals with people and/or debtors in a manner which shows empathy, tact, and professionalism

o Ensure that new contact information is accurately updated

Ensure that the trace accounts are properly handled at all times on the collections system
Productivity management
Demonstrates understanding of daily productivity targets and applies to trace process:
o Work the targeted number of matters (accounts) per day

Achieve the targeted number of RPC’s per day
REQUIREMENTS:

Proven experience in a similar role is mandatory – A minimum of 1 year recent experience in the position of collections agent / trace agent
English language proficiency and one other South African language
Competent in MS Office Skills/Knowledge/Attributes
MS Word
MS Excel
MS Office
Experience in using the following trace tools will be preferable;
CPB
Compuscan
Google
SKILLS / KNOWLEDGE / ATTRIBUTES:

Analytical
Research and investigative ability
Persuasive / influencing skills
Tenacious
Problem solver
Ability to listen effectively
Ability to work under pressure and think on your feet and use initiative
Outstanding communication and interpersonal abilities
Attention to detail
Excellent organisational and planning skills
A team player – works well in a team and contributes to the team’s success
WORKING HOURS:

DAY SHIFT: Monday – Friday, 07:30 – 15:45. Saturday, a maximum of 2 Saturdays per week from 08:00 until 14:00

OR

NIGHT SHIFT: Monday – Thursday, 16:00 – 20:30. Friday, 16:00 – 20:00. Saturday, a maximum of 2 Saturdays per week from 08:00 until 14:00


Apply Here http://bit.ly/2MgoQwy

Job id : , #69355, 30 views,

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