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Role Purpose:

The main purpose of the Collections Agent is to contact debtors in order to collect on outstanding accounts which are in default and arrange payments in a professional and effective manner.

 

Minimum requirements (Qualifications and Experience):

• Grade 12/Matric.
• At least 2 years' experience in a UK or international contact centre, collections, debt recovery.
• Willingness to work night shift.
• Good written and verbal communication (neutral accent).
• Knowledge of the function, process and systems.
• Knowledge of the function and process in a Call Centre Environment.
• Proficiency in MS Office (Advantageous).
• Experience in working with targets and tight deadlines.
• Relationship Management.
• Knowledge of relevant UK legislation and regulatory requirements relating to consumer credit, debt collection, affordability, vulnerable customers, and data protection

Key Responsibilities:

• Arrange for debt repayment or establish repayment schedules based on debtors financial situation.
• Confirm right party contact.
• Probe and determine reason for non-payment and update the system accordingly.
• Negotiate payment arrangement with the debtor within set mandates.
• Confirm and/or update debtor's details, banking details, employee information and repayment method and frequency (weekly, fortnightly or monthly).
• Load Promise to Pay (PTP) on system as agreed with debtor.
• Effective collection on active and disconnected accounts.
• Effective collection of active debtors and minimizing the rollover of accounts.
• Ensure client satisfaction by resolving queries quickly, efficiently and in accordance with the relevant procedure.
• Complete daily productivity reports accurately and timeously.
• Ensure that monthly targets and deadlines are achieved.
• Meet division qualitative standards in terms of inputs and outputs.
• Minimize number of errors on accounts worked.
• Adhere to all company policies, procedures, quality standards, and applicable UK regulatory requirements.
• Protect customer information and comply with applicable UK data protection and confidentiality requirements.
• Escalate complaints, disputes, vulnerability concerns, and regulatory issues in accordance with established procedures

Behavioural Competencies (Desirable):

• Deadline driven.
• Stress Tolerance.
• Accountable.
• Team Player.
• Problem Solving.
• Achieving personal work goals and objectives.
• Cope well with pressure and setback.
• Follow instructions and procedures.

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