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Key Responsibilities Call Handling: • Answer calls from customers regarding loan accounts in arrears due to overdue or missed repayments. • Provide accurate and timely information about account status, balances and payment options. Customer Service: • Deliver exceptional customer service by addressing and resolving customer enquiries and complaints in a professional and courteous manner. • Educate customers on the importance of maintaining good credit standing and the consequences of non-payment. Negotiation and Resolution: • Negotiate payment arrangements with customers to bring their accounts current. • Offer solutions such as payment plans, settlements, and restructuring options to resolve arrears. Account Management: • Review and manage assigned accounts to identify and assess the status of overdue payments. • Update customer information and account status in the database with a high level of accuracy. Compliance and Documentation: • Ensure all collections activities comply with relevant laws and regulations, including data protection and privacy laws. • Accurately record all interactions and agreements with customers in the relevant reporting system/s. Collaboration: • Work closely with other departments, such as Customer Service, Outbound Collections and Compliance, to resolve complex issues and disputes. • Actively participate in team meetings and positively contribute to meeting team performance goals. Qualifications • Education: High school diploma or equivalent; a degree in finance, business administration or a related field is preferred. • Experience: Previous experience in a collections role or a similar position is preferred. Skills • Strong verbal and written communication and interpersonal skills. • Excellent negotiation and problem-solving abilities. • Ability to handle high call volumes and work under pressure. • Proficiency in using collections software and CRM systems. • High level of attention to detail and strong organisational skills. Core Competencies: • Empathy and Patience: Ability to understand and empathise with customers' financial and personal situations, while maintaining adherence to contractual payment requirements. • Persistence and Resilience: Ability to handle difficult conversations and persist in achieving collections goals. • Integrity: Maintain high ethical standards and comply with all regulatory requirements. Performance Metrics: • Customer satisfaction and resolution rates. • Call handling efficiency and effectiveness. • Monthly collection targets and goals.
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