Collections Consultant – Late Stage Vacancy At HomeChoice


Remuneration:Market related 
Location:Cape Town
Job level:Junior/Mid

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


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


  • Flexible benefits to structure your own package
  • Creative agile work environment
  • Café and lounge area
  • Staff restaurant with a variety of healthy meal options


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