Jobs
Collections Consultant – Late Stage Vacancy At HomeChoice
| Remuneration: | Market related |
| Location: | Cape Town |
| Job level: | Junior/Mid |
| Type: | Permanent |
| Reference: | #HCH-1678 |
| Company: | HomeChoice |
Job description
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 and 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 two+ 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
- Utilise 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
Requirements
Qualifications and accreditations
- Grade 12/matric or equivalent
- A relevant tertiary qualification would be advantageous
Experience and skills
- Minimum of one 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 (e-mail, Internet, Word and Excel)
- Excellent telephone etiquette
Attributes and behaviours
- Performance-driven and results-orientated with a relentless drive to succeed
- A strong can-do attitude and an energetic positive approach
- Attention to detail with a thorough approach to work
- Excellent listening and interpersonal communication
- Team player but able to work independently
- Ability to execute promptly and accurately at the same time
Benefits
- Flexible benefits to structure your own package
- Creative agile work environment
- Café and lounge area
- Staff restaurant with a variety of healthy meal options
