High Balance Collections Agent - Cape Town

Reporting to: High Balance Collections Team Manager

Job Purpose: As a High Balance Collections Agent, you will be responsible for the collection of debt in more complex cases. Your ability to think on your feet, build relationships and negotiate effectively will be critical to the success of your debt collection efforts.

Location: Woodstock, Cape Town

Key Performance Areas

Under the management / direction of the High Balance Collections Team Manager, the High Balance Collections Agent will have the following responsibilities (including but not limited to):

1. Implement effective negotiation for collection and resolution of debt, tailoring your collection efforts to the specific circumstances of each debtor.
2. Treat debtors with respect and empathy while maintaining professional boundaries.
3. Ensure accurate and timely communication with debtors regarding their accounts and any collection efforts.
4. Offer flexible and manageable repayment options, where appropriate and feasible.
5. Resolve disputes or issues with debtors in a fair and equitable manner.
6. Maintain compliance with all relevant laws and regulations governing debt collection practices.
7. Collaborate with other departments to ensure a seamless customer experience across the entire debt collection process.
8. Perform other ad-hoc duties.

Requirements

1. Minimum 3 years debt collections or credit management experience.
2. Experience in collections on banking portfolios is advantageous.
3. Computer literate (MS Office) at an intermediate level.
4. Working knowledge of Collections systems is advantageous.
5. Ability to work in a fast-paced and ever-changing environment.

Skills

1. Excellent written communication skills, with a keen eye for detail and accuracy. Self-motivated and target-driven.
2. Strong command of the English language and the ability to convey complex ideas in a clear and easily understood manner.
3. Thorough understanding of grammar rules, punctuation, and sentence structure, with the ability to apply these in written communications.
4. Exceptional attention to detail and a commitment to producing high-quality written work.
5. Strong negotiation skills.
6. Ability to build strong working relationships (internal/external) and effectively communicate with colleagues and customers/clients at all levels.
7. Pro-active team player – works well in a team and contributes to the team’s success.
8. Ability to take ownership of responsibilities.
9. Problem-solving skills.
10. Persuasive/influencing skills.
11. High degree of accuracy.
12. Innovative.

Remuneration Structure

1. Basic Salary PLUS Commission
2. Benefits:

• Funeral Cover (at the full cost of the employer)
• Life Cover (at the full cost of the employer)
• Disability Cover (at the full cost of the employer)
• Medical Cover (at the full cost of the employer, after successful completion of probation period)
• Subsidized schooling to PEAK Child Educare
• Paid maternity leave (in line with Company policy)

Working Hours

You will be required to work a maximum of 45 hours per week.

Monday to Friday: You will be required to work a maximum of 9 hours per day (in the week that you do not work a Saturday) and a maximum of 8 hours per day (in the week that you are working a Saturday) shifted between the times of 07:00 and 20:30 as agreed by management.

Saturdays: You will be required to work a maximum of 6 hours per day on a maximum of 2 Saturdays per month, shifted between the times of 08:00 and 14:00 as agreed by management.