Outbound Collections Agent (Night Shift)
Job Purpose: To negotiate with arrears account customers to maximise debt recovery and profitability.
Reporting to: Team Manager
Key Performance Areas
Collections Management
- Ensure that allocated collection target/s are achieved.
- Ensure that allocated productivity target/s are achieved.
- Use effective communication and negotiation to ensure successful commitments to pay (Promises to Pay).
- Follow-up daily on progress of the PTP's and the respective statuses to optimise collections.
- Ensure full understanding of product/s worked on.
- Understand, interpret and apply laws, rules, regulations, policies and/or procedures to collections process.
- Adhere to/utilize the collections call script/s.
- Ensure that all debtors information held on record is up to date and accurate.
- Ensure that the accounts are properly maintained at all times on the collections system.
- Deal with people and/or debtors in a manner which shows empathy, tact, and professionalism.
Productivity Management
- Demonstrates an understanding of daily, weekly and monthly productivity targets and applies these to the daily collections process:
- Number of calls made.
- Productive hours.
- Number of accounts/matters worked.
- Number of Right Party Contacts (RPC's) - Ensure that RPC's are converted into PTP's.
- Number of fixed arrangements (PTP's) - Ensure that PTP's are converted into collections.
- Average PTP Value.
Quality & Compliance Management
- Understand, interpret and apply laws, rules, regulations, policies and/or procedures to collections process, including but not limited to; National Credit Act, Debt Collections Act, Company policies and procedures, IT policies and procedures.
- Demonstrates an accurate understanding of the collection system/s and can navigate it successfully.
- Adhere to/utilize the collections call script/s.
- Practice sound data ethics: ensure that all system requirements are adhered to and that special attention is paid to the quality of information obtained and captured.
- One-touch resolution.
- Delivery of high level of customer service by maintaining a pleasant and enthusiastic manner with everyone and ensuring that queries are dealt with promptly.
- Receive, respond and/or escalate (where necessary) incoming queries or complaints; provide information, explain policy and procedures, and/or facilitate a resolution.
- Confidentiality.
Requirements:
- Criminal clear.
- Strong communication skills.
- Computer literate.
- Must be a student.
- Understanding/working knowledge of a collections system is advantageous.
Skills:
- Target driven.
- High level of integrity.
- Strong work ethic.
- Self-motivated.
- Able to work under pressure.
- Reliable.
- Time management.
- Able to work in a team.
Remuneration Structure:
- Basic Salary + Commission.
- Funeral Cover (at the full cost of the employer).
- Life Cover (at the full cost of the employer).
- Disability Cover (at the full cost of the employer).
- Medical Cover (at the full cost of the employer, after successful completion of probation period).
- Subsidized schooling to PEAK Child Educare.
- Paid maternity leave (in line with Company policy).
Working Hours:
You will be required to work a maximum of 22.5 hours per week.
Monday to Friday: You will be required to work a maximum of 4.5 hours per day (in the week that you do not work a Saturday) shifted between the times of 16:00 PM to 20:30 as agreed by management.
Saturdays: You will be required to work a maximum of 6 hours per day on a maximum of 2 Saturdays per month shifted between the times of 08:00 and 14:00 as agreed by management.
Application Process:
- Shortlisted applicants will be contacted via phone or email for an interview, which could be held either telephonically or in-person.
- If not shortlisted, applicants will be informed via email.
Training Requirements:
- Training lasts 13 days (Monday to Friday, 07:30 - 16:30).
- Full attendance for all 13 days is mandatory.
- Trainees must pass all online or manual assessments. If any are failed, two additional attempts will be given.
- Failure to meet the pass rate after three attempts may lead to termination of employment.
This appointment will be made in line with the Nimble Group Employment Equity Plan.
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