Specialist Consultant: Collections Call Centre

Industry: Finance / Job Expires: 2018-05-18 10:42:43 / Location: Gauteng

Responsible for outbound Collections on accounts that are in default (arrears) in order to rehabilitate the accounts in a cost effective manner. This is done primarily by telephone and includes capturing notes, and achieving a set productivity and collections targets.

 The employee will also be responsible for identifying queries and complaints on accounts and for ensuring that the quality of service exceeds customer expectations and establishes constructive relationships with client base. The incumbent will also be responsible to assisting with inbound overflow calls as per the required service standards. Utilizes IT systems accurately and ensures that all queries are answered effectively. Provides accurate product information to clients in line with standards and protocols.

MINIMUM EDUCATION

Matric + plus a business related Diploma/Degree recognised by FSB RE5 Certificate

MINIMUM EXPERIENCE

3-5 years Collections experience in a financial service environment

COMPETENCIES

• Analytical Skills
• Computer Literacy
• Call Handling Skills
• Client Centric Skills
• Excellent verbal and written communication skills
• Communication skills (verbal)
• Conflict Handling
• Knowledge and understanding of Systems applicable in Call Centre
• Listening skills
• Negotiating skills
• Problem solving
• Proficiency in English (fluency in at least one African Language)
• Sense of urgency
• Stress tolerance

BEHAVIOURAL ATTRIBUTES

• Adaptability
• Assertiveness
• Flexibility
• Reliability
• Working with people
• Coping with Pressure & Setbacks
• Adapting and responding to change
• Persuading and influencing
• Adhering to Principles & Values
• Delivering Results & Meeting Customer Expectations

SPECIAL REQUIREMENTS

Preferred RE 5 Exam passed and FSB recognized qualification

Please forward CV to milton@heitha.co.za