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 working on.
Understands, interprets and applies 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 time on the collections system.
Deals with people and/or debtors in a manner which shows empathy, tact, and professionalism.
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.
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 - Ensure that all debtors information held on record is up to date and accurate and ensure that the accounts are properly maintained at all time on the collections system.
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 (debtors) Deal with people and/or debtors in a manner which shows empathy, tact, and professionalism.
Receive, respond and/or escalate (where necessary) incoming queries or complaints; provide information, explain policy and procedures, and/or facilitate a resolution.
Confidentiality.
Requirements
Clear criminal record.
Strong communication skills.
Computer literate.
Understanding / working knowledge of a collections system is advantageous.
Employment Echo