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Collections Consultant - Inbound

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

Job description

The ideal candidate for this role will be responsible for telephonically obtaining a reasonable repayment outcome from customers who have outstanding debt with the Company in order to generate cash flows, minimise bad debts and ensuring rehabilitation for distressed borrowers.

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 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 14 Aug 15:06

        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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