Collections Agents

Dash Bpo; Gauteng; On-site; ZAR 50,000 - 200,000; Full time

Job summary

A leading BPO company in Gauteng is seeking a Collections Associate. This role involves making and receiving calls to secure payment arrangements from customers with overdue accounts. Candidates should have international customer service experience and strong communication skills. An advanced level of English is required. The position demands flexibility in working hours and a results-oriented mindset.

Qualifications

• Experience in international customer service and debt collection.
• Knowledge of customer service principles and practices.
• Advanced English proficiency in all aspects.

Responsibilities

• Make outbound calls to secure payment arrangements.
• Provide quality customer service in difficult situations.
• Document payment arrangements accurately.

Skills

Negotiation

Customer service skills

Strong communication

Problem-solving

Listening skills

Flexibility

Job description

Job Profile Summary: The Collections Associate receives and/or makes outbound calls to secure payment arrangements with customers who are past due on their credit card accounts, with the purpose of bringing their accounts current.

Essential Job Functions

1. Negotiation: Make outbound or receive customer calls to secure payment arrangements.
2. Delinquency Management (CA1-CA6): Engage in conversational interactions, demonstrating soft skills such as active listening and a flexible, adaptable approach to unique situations. All calls are monitored for quality, including greeting the cardholder, verifying their identity, and adherence to guidelines and regulations.
3. Customer Experience: Provide quality customer service to secure payment arrangements. Demonstrate compassion and empathy for customers facing difficult situations while maintaining composure and confidence to procure payment promises.
4. Documentation and Technology: Use manual dialing, skip tracing, or automated dialers to communicate with customers and meet or exceed goals related to balances saved, pay-by-phone collections, and call quality. Enter payment arrangements into care systems accurately.
5. Compliance and Regulatory Environment: Handle contacts and situations in accordance with relevant compliance standards.
6. Time Management: Utilize organizational skills to handle multiple expectations effectively in a performance-based call center environment. Adapt contact times seasonally to meet business objectives.

Requirements

• International customer service and debt collection experience.
• Knowledge of customer service principles and practices.
• Advanced or native English proficiency (+C1 CEFR) in writing, reading, listening, and speaking.
• Strong communication skills.
• Problem analysis and problem-solving abilities.
• Basic knowledge of computer software and office systems.
• Results-oriented mindset.
• Excellent listening skills with an empathetic voice and manner.
• Initiative and stress tolerance.
• Flexibility to work different shifts, including evenings, weekends, or holidays.
• Ability to pass pre-employment assessments and background checks.
• Ability to thrive in a fast-paced environment, multitasking while maintaining focus on the customer.

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