Customer Communication

• Conduct outbound calls and respond to customer requests within the determined SLA
• Achieve the purpose of the call which is to secure a promise to pay for the rejected debit
• Respond to incoming requests for payment arrangements and persuade our customers to make payment
• Explain products and update customer details in computer system (CRM, DB & related systems)
• Provide customers with product and service information via appropriate methods (email and by telephone call)
• Policy amendments and product upgrade/ downgrades and dealing with related queries
• Maintain excellent knowledge of our portfolio of products and services to understand and pre-empt customers’ needs
• Identify opportunities to turn dissatisfied customers into happy customers by resolving relevant queries
• Document customer outcomes to add to our knowledge of reasons why customers choose to reject their debit orders with us
• Follow-up on customer enquires not immediately resolved, within determined SLA’s
• Research billing issues or misapplied payments within determined SLA’s and respond to client
• Follow and adhere to customer care processes, procedures and protocol
• Focus on first call resolution as far as possible

Process Improvement

• Identify new business practices/ processes that could be introduced or suggest modifications to existing practices that could reduce the risk of customer cancellation
• Report regularly to Team Manager on all activities relating to the role
• Recognize, document and alert the Manager of trends in cases or queries
• Recommend process improvements
• Other duties as assigned from time to time

Work collaboratively

• Build a culture of respect and understanding across the organisation
• Recognise outcomes which resulted from effective collaboration between teams
• Build cooperation and overcome barriers to information sharing, communication and collaboration across the organization
• Facilitate opportunities to engage and collaborate with internal and external stakeholders to develop joint solutions

Self-Management

• Follow through to ensure that personal quality and productivity standards are consistently and accurately maintained
• Demonstrate consistent application of internal procedures
• Plan and prioritise, demonstrating abilities to manage competing demands
• Demonstrate abilities to anticipate and manage change
• Demonstrate flexibility in balancing achievement of own objectives with abilities to understand and respond to organizational needs

Requirements

Minimum Academic, Professional Qualifications & Experience required for this position

• Grade 12 with English and a second language
• Relevant qualification (RE5/ FAIS Credits – preferred) 
• 1 – 2 years Collections experience (preferred)