Collections Consultant (Inbound) - Finchoice

Collections Consultant (Inbound) - Finchoice


Collections Consultant (Inbound) - Finchoice

Details of the offer

HomeChoice is a leading omni-channel retailer, delighting our customers with an innovative range of curated products on personalized terms. Our aim is to provide multiple, convenient and easy retail shopping channels to guarantee that we meet all our customer expectations.
The ideal candidate for this role will be responsible for telephonically obtaining a reasonable repayment outcome from customers who have outstanding debt with the Company in order to generate cash flows, minimise bad debts and ensuring rehabilitation for distressed borrowers.
Key Performance Areas
Meet department objectives by achieving performance metrics (targets) set
Focus on achieving all Pre Debt Recovery goals, targets & objectives set by the department:
Cash collections
Activation rates
Conversion rates
Call Quality
HC Restructures
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 2+ 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
Utilize 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 & Accreditations
Grade 12 / Matric or equivalent
A relevant tertiary qualification would be advantageous
Experience & Skills
Minimum of 1 years’ experience within the Collections 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 (Email, Internet, Word and Excel)
Excellent telephone etiquette
Flexible benefits to structure your own package
Creative agile work environment
Café and lounge area
Staff restaurant with a variety of healthy meal options

Source: Careers24


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