Debt Collections Specialist: Customer Recovery & Negotiation

Tp-8f723eaf; Cape Town; On-site; ZAR 120,000 - 240,000; Full time

Job summary

Teleperformance in Cape Town is seeking a customer collection agent to handle delinquent accounts by phone. The role involves outbound and inbound calls, negotiation, and building rapport with customers to understand and resolve debt issues.

You will follow local laws and client standards, demonstrate empathy on calls, and meet daily KPIs while navigating multiple systems to access account information.

Qualifications

• Matric or NQF Level 4 (preferred).
• 6-12 months of experience working with a collection process (preferred).
• 6-12 months of experience working with a Sales process (preferred).

Responsibilities

• Collect the delinquent / outstanding amount from the consumer over the phone on Outbound / Inbound calls.
• Negotiation & persuasion skills with ability to connect with customers.
• Understand different delinquency cycle(s) of (business to consumer/business to business).
• Able to follow local laws set up by different credit and collection governing agencies.
• Demonstrate effective skip tracing techniques through programs and policies implemented by Client.
• Effective communicator as role will often require building rapport with consumer to understand the reason for debt delinquency.
• Follow and maintain compliance, quality assurance, and client-specific standards on all accounts handled.
• Able to work and navigate through multiple system to check and provide information related customer account.
• Meet key KPIs on day-to-day basis set up by the process based on client's requirement.
• Able to demonstrate empathy and sympathy on the call with customer.
• Ability to be polite and compassionate without lacking confidence.
• Able to handle customers objections such as but not limited to disputes, bill charges, statements, etc..
• To respect and act according Teleperformance's rules, regulations, and values

Skills

Negotiation skills

Communication

Interpersonal skills

Presentation

Empathy

Education

Matric or NQF Level 4

Job description

Teleperformance in Cape Town is seeking a customer collection agent to handle delinquent accounts by phone. The role involves outbound and inbound calls, negotiation, and building rapport with customers to understand and resolve debt issues.

You will follow local laws and client standards, demonstrate empathy on calls, and meet daily KPIs while navigating multiple systems to access account information.