Collections Officer urgently needed: APPLY HERE
Bayport Financial Services
Sandton, Gauteng, South Africa
The purpose of the role is to facilitate telephonic payment arrangements in a call centre environment to maximise collections on the allocated portfolio. This includes the establishing of right party contact; information share with the customers as to the status of the account and to negotiate a suitable payment arrangement. The Collections officer will update all interactions and outcomes on the relevant system and ensure that data quality is maintained by updating critical information as required.
Administration,Call Centre,Client Services,Communications,Compliance & Regulatory Affairs,Data Capturing,Operations
Numeracy: Demonstrates the ability to make business and general mathematical calculations.
Client Retention: The ability to interact with a client to successfully enable the retention of said client.
Client Service: Delivers a positive client service experience.
Client Interaction, Handling & Education (telephonic): Demonstrates the ability to telephonically deal with clients and handle the diverse spectrum of client interactions effectively. In addition, is able to deal with a variety of client types and moods.
Language proficiency: English: Communicates clearly and concisely in English. This includes both the verbal and written mediums.
Language proficiency: Local: Communicates clearly and concisely in any additional required language. This includes both the verbal and written mediums.
Collections: Demonstrate the ability to apply, administer and manage the process of recovering any amounts owed from its clients. This includes the legal handover and action process.
Decision Making: Demonstrate the capacity to Identify and understand issues, problems, and opportunities; comparing data from different sources to draw conclusions; using effective approaches for choosing a course of action or developing appropriate solutions; taking action that is consistent with available facts, constraints, and probable consequences.
Accuracy/Attention to detail: The ability to calculate and complete any and all work at an acceptable level of accuracy. Be able to consistently pay attention to the detail of the work completed.
Adaptability: Demonstrate the ability to change your ideas or behaviour as different conditions arise, new environments, new projects, etc. in order to deal with the new circumstances appropriately.
Change Agility: The ability to manage and adapt to constant change in a positive and speedy manner.
Commitment: Demonstrate the correct level of loyalty and dedication to the organisation and team that the individual is associated with.
Communication Skills: The ability to converse with others. This can be done via the spoken or written word. The ability to identify and appropriately react to voice modulation, tempo and emotion. Body language also plays a critical role in face-to-face communication.
Conflict Resolution: The ability to analyse, grasp and manage the cause of conflict. Then to plan a path of action that leads to a resolution.
Diversity Management: Sensitivity to the diverse nature of the South African workplace. This relates in particular to Race, Gender, Ethnicity, Culture, Sexual Identity and Disability.
Emotional Intelligence: The ability and insight into one’s own emotional state and drivers. An ability to exert control over one’s own emotions for the betterment of those around you. Demonstrate the associated behaviour and knowledge to display the appropriate emotion within a given situation. Recognizing emotional responses when they arise and tempering these with rationality.
Independence: Demonstrate an ability to act independently from the rest of the organisations structure. The ability to not be swayed and influenced by others.
Matric or equivalent
EXPERIENCE AND KNOWLEDGE
12 months Collections experience in a Call Centre environment
Ability to read, write and speak fluent English
Ability to maintain composure with difficult or irate customers.
Excellent negotiation skills
Exposure to a dialler related environment will be an advantage.
Ability to meet department’s attendance standards within shift based working hours.
Ability to work independently and maintain accuracy (attention to detail)
Excellent Communication skills both written and verbal
Job Closing Date
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