Collections Agent (Call Centre)

About the role

Tenacity is recruiting for a permanent Collections Agent position in its Early Stage Collections department. The main purpose of the role is to handle and resolve collections queries by telephone so that the business's collections objectives are met. Ten positions are available.

Key responsibilities

• Handle outbound calls and advise customers on product, legislative and account-related queries, aiming for customer satisfaction.
• Negotiate payments from customers within the call script and dialler time, advising them of their arrears status and arranging suitable payments within set guidelines.
• Rehabilitate and educate customers about their payment profile, prevent account roll-forward and reduce account balances.
• Action customer instructions and administrative requirements related to account management efficiently.
• Follow the workforce schedule (lunch and body breaks) and comply with company policies such as absence management, house rules and disciplinary policy.

Required profile

• At least 12 months of collections experience in a call centre environment.
• Grade 12 qualification.
• Understanding of the retail credit account management business.
• Available to work shifts and alternate Saturdays.
• Enthusiastic, goal-oriented, flexible, self-motivated and able to take ownership of tasks.

Required skills

• Efficiency in account management debtor systems software.
• Excellent verbal and written communication skills.
• Strong problem-solving and negotiation skills.
• Computer literacy.