Empathetic Inbound Collections Specialist

Tenacity Financial Services; Cape Town; On-site; ZAR 180,000 - 240,000; Full time

Job summary

Tenacity Financial Services is seeking a dedicated debt collection specialist in Cape Town. The role covers inbound and outbound calls, educating customers on payment options, and obtaining commitments to pay. You will work to achieve daily collection targets, resolve disputes, and maintain accurate account notes.

Responsibilities include handling emails, SMS/WhatsApp engagement, and following escalation procedures when needed, all while adhering to POPIA, NCA, and internal policies.

Qualifications

• Experience in customer-facing roles is beneficial.
• Ability to meet daily collection targets.
• Strong written and verbal communication skills.

Responsibilities

• Handle inbound and outbound calls within legal guidelines.
• Obtain promises to pay and set up arrangements.
• Educate customers on consequences of non-payment and benefits of resolving debt.
• Strive for First Call Resolution and high customer satisfaction.
• Update records with accurate notes and monitor payment commitments.
• Ensure compliance with POPIA, NCA, and internal policies.
• Respond to emails and messages regarding balances, disputes, and settlements.

Skills

Customer service

Empathy

Communication skills

Problem solving

Tools

CRM software

Job description

Tenacity Financial Services is seeking a dedicated debt collection specialist in Cape Town. The role covers inbound and outbound calls, educating customers on payment options, and obtaining commitments to pay. You will work to achieve daily collection targets, resolve disputes, and maintain accurate account notes.

Responsibilities include handling emails, SMS/WhatsApp engagement, and following escalation procedures when needed, all while adhering to POPIA, NCA, and internal policies.