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Collections Consultant - Late Stage

Remuneration:Market related 
Location:Cape Town, Southern suburbs
Job level:Junior/Mid

Job description

Purpose of the role

The ideal candidate for this role will be responsible for telephonically obtaining a reasonable repayment and/or activation outcome on delinquent accounts prior to Outsource within the confines of the department’s Policy Framework. 

Key Performance Areas

Meet department objectives by achieving performance metrics (targets) set 
  • Focus on achieving all Pre Debt Recovery goals, targets and objectives set by the department:
    • Cash collections
    • Activation rates
    • Conversion rates
    • Call Quality
    • HC Restructures
    • Outsource
  • Meet the performance criteria set for all calls on a daily basis, maintaining high levels of call productivity and achieving the best outcome possible
  • Obtaining a reasonable repayment outcome on payment profiles 2+ accounts (60-90 days) within 30 days
Rehabilitate and educate customers with regards to their payment profile whilst ensuring that you obtain  a “promise to pay” from customers

Meet operational and quality efficiencies 
  • Ensure that you have a full understanding of our collections processes, policies and procedures whilst adhering to best practice at all times
  • Follow the department processes, policies and procedures based on the customer's risk profile
  • Ensure that the quality of work produced is in line with the department expectations
Meet operational and quality efficiencies 
  • Utilise the call script effectively when speaking to customers in line with the risk segmentation
  • Before speaking to a customer, obtain all facts at hand regarding the account and ensure that the call is proactively handled by asking the right questions and obtaining confirmation of the agreement made
  • Capture required data accurately in order to ensure all systems are up to date and are used efficiently
  • Complete all required documentation for processing according to the set deadline e.g.: daily time loss sheet
  • Constantly and proactively look for ways to improve efficiencies
  • Comply with the set-out rules and regulations of the department and company
Provide an exceptional customer experience 
  • Ensure a professional, polite and efficient service is offered by acting as an ambassador at all times both internally and externally
  • Handle objections/negotiations appropriately to ensure that positive results are achieved whilst maintaining customer satisfaction
  • Utilise positive communication and innovative techniques
  • Continuously work towards improving the customer experience and service delivery


    Qualifications and accreditations
    • Grade 12/matric or equivalent
    • A relevant tertiary qualification would be advantageous
    Experience and skills
    • Minimum of one year of experience within the collections/recovery industry in a contact centre environment
    • Proven track record in problem solving whilst constructively managing conflict and disputes
    • Effective communication skills (verbal and written)
    • Must be available to work shifts, weekends and public holidays
    • Clear credit and criminal record
    • Must be computer literate (email, internet, Word and Excel)
    • Excellent telephone etiquette
    • Flexible benefits to structure your own package
    • Creative agile work environment
    • Café and lounge area
    • Staff restaurant with a variety of healthy meal options

      Posted on 10 Jul 14:23

      Home Choice

      The HomeChoice Group is a leading credit-based direct marketing retailer selling homeware merchandise and financial services to the expanding urban middle-income mass market in southern Africa.

      View company profile

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