Coordinator-Banking Operations-Collections

EXL; Cape Town; On-site; ZAR 200 000 - 300 000; Full time

Job summary

A customer service provider in Cape Town is seeking candidates to manage customer enquiries and resolve issues over the phone. Candidates should possess excellent communication skills and the ability to handle sensitive situations with empathy. The role involves negotiating payment plans and promoting digital self-service options, providing a responsive customer experience in compliance with internal standards.

Qualifications

• Excellent communication skills to handle customer enquiries.
• Ability to apply empathy and emotional intelligence.
• Negotiation skills for payment and repayment plans.

Responsibilities

• Handle customer enquiries over the telephone.
• Negotiate payment and repayment plans.
• Resolve customer complaints efficiently.

Job description

• Handling customer enquiries over the telephone, providing excellent service while ensuring compliance with internal processes and regulatory standards.
• Applying empathy and emotional intelligence to connect with customers, especially those in difficult or stressful situations, ensuring a positive experience and good outcomes.
• Negotiate payment and repayment plans, assessing customers' needs and financial circumstances, whilst addressing missed payments or arrears.
• Signposting customers effectively for external debt advice where necessary, explaining clearly the benefits these firms might be able to provide and how customers might go about contacting them.
• Promote digital self-service options (mobile app, digital messaging) and assist customers in overcoming any barriers to adoption.
• Resolve customer complaints efficiently, aiming to resolve issues on first contact, and escalate complex matters where necessary.
• Running through basic diagnostics to better understand the root cause of any issues and feeding back to enable us to fix things that matter for our customers seamlessly.
• Accurate data entry into systems and maintaining thorough records.
• Identifying issues and potential issues for customers and escalating, as appropriate, to the relevant team i.e. incident management.
• Identifying opportunities for process and service improvements and discussing these openly with your manager.