PRINCIPAL RESPONSIBILITIES: (Include but not limited to)

• Contact customers via phone, email, or messaging platforms to follow up on overdue payments.
• Explain payment obligations, due dates, and consequences of non-payment in a clear and professional manner.
• Negotiate and set up appropriate repayment arrangements based on customer circumstances and company policy.
• Monitor and update customer records, payment statuses, and collection activities in the system.
  Maintain outstanding customer service, maximizing customer satisfaction and mitigating complaints and escalations.
  High volume inbound and outbound calls to negotiate and service and/or collect on portfolio accounts.
• Provide accurate and well informed information and advice to customers on all products; services and accounts.
• Maximum recovery of arrears to ensure that arrears remain within agreed targets.
• Working to a solution with all customers.
• Make sound descisions and recommendations based on appropriate assessment of customer’s ability and willingness to pay which encompasses all legislative; policy and procedural guidelines.
• Implement most appropriate course of action for resolution of delinquency or irregular accounts in a timely manner
• Maintain accurate and up to date records of actioning, events and account maintenance of the collections and servicing systems ensuring that customer confidentiality is maintained at all times.
• Initiate follow up on all accounts in order to ensure payment plans are fulfilled.
• Comply with all legasative and regulatory requirements including keeping up to date with all training and testing.
• Regular reporting and forecasting to meet KPI’s and Targets
• Contribute at team meetings and othe forums in a proactive manner for continuouse improvement of collections and recovery strategies.
• Achievement of Key Performance Indicators and Targets on both an individual and departmental basis.
• Account maintenance and administration as required.
• All other reasonable duties as requested or required for time to time.

KEY POSITION CRITERIA:

• Fluent in English.
  Excellent time management and self motivation and management skills.
• Flexible, adaptable with ability to work in a fast paced environment.
• Flexibility to work rostered hours when requested.
• Intermediate level Microsoft Office.
• Ability to negotiate, be patient, persevere and show empathy to our customers.
• Experience in a collections or call centre environment.
• Knowledge of or willingness to learn all regulatory / legislative acts such as Anti Money Laundering, Debt Collections Practices, National Consumer Credit Protection Act, Privacy and apply them.