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Collections Consultant (Late Stage) - Homechoice

Purpose of the role

The ideal candidate for this role will be responsible for telephonically obtaining a reasonable repayment and / or activation outcome on delinquent accounts prior to Outsource within the confines of the department’s Policy Framework. 

Key Performance Areas

Meet department objectives by achieving performance metrics (targets) set

  • Focus on achieving all Pre Debt Recovery goals, targets & objectives set by the department:
    • Cash collections
    • Activation rates
    • Conversion rates
    • Call Quality
    • HC Restructures
    • Outsource
  • Meet the performance criteria set for all calls on a daily basis, maintaining high levels of call productivity and achieving the best outcome possible
  • Obtaining a reasonable repayment outcome on payment profiles 2+ accounts (60-90 days) within 30 days

Rehabilitate and educate customers with regards to their payment profile whilst ensuring that you obtain  a “promise to pay” from customers

Meet operational and quality efficiencies

  • Ensure that you have a full understanding of our collections processes, policies and procedures whilst adhering to best practice at all times
  • Follow the department processes, policies and procedures based on the customers risk profile
  • Ensure that the quality of work produced is in line with the department expectations

Meet operational and quality efficiencies

  • Utilize the call script effectively when speaking to customers in line with the risk segmentation
  • 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
  • Capture required data accurately in order to ensure all systems are up to date and are used efficiently
  • Complete all required documentation for processing according to the set deadline e.g.: daily time loss sheet
  • Constantly and proactively look for ways to improve efficiencies
  • 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
  • Handle objections / negotiations appropriately to ensure that positive results are achieved whilst maintaining customer satisfaction
  • Utilize positive communication and innovative techniques
  • Continuously work towards improving the customer experience and service delivery

Job requirements: 

Qualifications & Accreditations

  • Grade 12 / Matric or equivalent
  • A relevant tertiary qualification would be advantageous

Experience & Skills

  • Minimum of 1 years’ experience within the Collections / Recovery 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

Reference Number: 

HCH-1470

Company: 

Homechoice

City: 

Southern Suburbs (Cape)

Country: 

ZA

Salary: 

Market Related

Job Type: 

fulltime

Industry: 

Call Centre