The position requires excellence in customer service and superior verbal and written communication skills, taking ownership of each inbound/outbound communication to ensure that it has been actioned to the satisfaction of the customer and the business within a reasonable time frame as set out by management.
Maintain, control and effectively manage the prevention and collection of delinquent accounts for various portfolios including servicing to our customers.
Providing assistance and support to our owners, developing and maintaining our ongoing relationship, encouraging them to use their ownership and re-engaging them.
PRINCIPAL RESPONSIBILITIES: (Include but not limited to)
High volume inbound and outbound calls to negotiate and service and/or collect on portfolio accounts
Maintain outstanding customer service, maximizing customer satisfaction and mitigating complaints and escalations
Provide accurate and well informed information and advice to customers on all products; services and accounts
Maximum recovery of arrears to ensure that arrears remain within agreed targets
Working to a solution with all customers
Make sound descisions and recommendations based on appropriate assessment of customer’s ability and willingness to pay which encompasses all legislative; policy and procedural guidelines.
Implement most appropriate course of action for resolution of delinquency or irregular accounts in a timely manner
Maintain accurate and up to date records of actioning, events and account maintenance of the collections and servicing systems ensuring that customer confidentiality is maintained at all times.
Initiate follow up on all accounts in order to ensure payment plans are fulfilled.
Comply with all legasative and regulatory requirements including keeping up to date with all training and testing
Regular reporting and forecasting to meet KPI’s and Targets
Contribute at team meetings and othe forums in a proactive manner for continuouse improvement of collections and recovery strategies
Achievement of Key Performance Indicators and Targets on both an individual and departmental basis
Account maintenance and administration as required
All other reasonable duties as requested or required for time to time.
KEY POSITION CRITERIA
Excellent time management and self motivation and management skills
Flexible, adaptable with ability to work in a fast paced environment.
Flexibility to work rostered hours when requested.
Intermediate level Microsoft Office
Ability to negotiate, be patient, persevere and show empathy to our customers
Experience in a collections or call centre environment
Knowledge of or willingness to learn all regulatory / legislative acts such as Anti Money Laundering, Debt Collections Practices, National Consumer Credit Protection Act, Privacy and apply them
