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Title : Collections Agent

Job Grade: Dependant on Expectance

Department: Collections / Operational Support

Overall objectives of the role

The purpose of this role is to deliver a robust and efficient arrears collection service in line with company guidelines while meeting business targets and goals agreed upon with your line manager. Responsibilities include curing accounts in arrears through scheduled payments, making suggestions and taking actions to minimise bad debt levels, and maintaining the current levels set with your line manager. Additionally, you will support the Operational team to ensure high application efficiency, maintain and update various internal spreadsheets, and assist other departments as needed.

Key Responsibilities

• To take and make calls to contribute to the achievement of the department’s objectives in terms of cash collection on a team and individual basis.
• Manage own day to day workload portfolio to achieve maximum results.
• Take ownership of customer accounts, ensuring customer expectations are met and exceed.
• Work as a team and help support other team members.
• Provide day-to-day administrative support.
• Process and manage applications with precision.
• Maintain up-to-date internal systems.
• Perform data entry on various spreadsheets.

Key Performance Indicators ( Indicate how performance for this role will be measured)

Other ( Any additional core information)

• Achieve monthly collections target and minimise total arrears and bad debt through effective management of own portfolio.
• Achieve monthly call QCC pass in line compliance requirements.
• Follow up all accounts in the right time frame in own portfolio to maintain low bad debt levels.
• Manage and maintain own workflow to minimise bad debt levels.
• Achieve and maintain set targets for outbound calling, adherence.

Background

Experience desirable:

• Previous collections experience.
• Proficiency in IT, including Word, Excel, and Outlook.

Key skills:

• A positive attitude and confident communication skills.
• Expertly handle a wide range of queries.
• Strong listening skills
• Problem solving skills
• Target driven.
• High level telephone negotiation skills.
• Ability to thrive in a fast-paced, entrepreneurial environment, working effectively with diverse teams.