Key Responsibilities:

• Proactive engagement and relationship building with our clients.
• Calling clients prior to their first and second payments
• Calling clients following a missed payment
• Investigate historical data and arrears on rehab payments.
• Resolve client queries relating to missed payments.
• Educate clients by emphasizing the importance of making payments on time all the time.
• Improve collections by calling client before payment comes back as an unpaid; if unpaid, try to reclaim money within 7 business days.

Key Requirements/Competencies

• Previous work experience in a collections environment or similar role (1 to 2 years preferable)
• Relevant tertiary education
• Understanding of the debt review process and the importance of making regular payments.
• Excellent communication skills (written and oral)
• Excellent negotiation skills
• High level of attention to detail.
• Problem solving skills – ability to think on your feet.

Key Performance Areas (subject to change in the future):

• Number of clients contacted on the diallers.
• Payment ratios
• Unpaid conversion ratios
• How quickly a client makes up their payment