Recovery Officer

Job Advert Summary

To assertively and respectfully collect monthly instalments and arrear balances due and to ensure that cash is collected in the right buckets thus ensuring that roll rates are well controlled and provision targets being met.

Minimum Requirements

• Minimum Matric or NQF equivalent (NQF Level 4)
• Previous call centre experience or customer service environment experience beneficial
• Knowledge of call centre telephony and technology beneficial
• Up to 1 year experience in call centre/collections/recovery environment

Competencies Required

• Verbal and written communication skills
• Listening skills
• Problem analysis and problem solving abilities
• Persuasiveness
• Adaptability
• Resilience
• Negotiation skills
• Stress tolerance
• High energy level
• Customer service orientation
• High attention to detail
• Effective team work
• Good judgment
• Self-disciplined and capable of identifying and completing critical tasks independently and with a sense of urgency.

Duties and Responsibilities

• Assertively and respectfully collect monthly instalments and arrear balances due
• Educate the client on paying on his/her chosen instalment date and the consequences of not paying on time (arrear interest being charged and possible legal action to be implemented
• Handle customer enquiries both telephonically and via e-mail
• Manage and resolve customer complaints
• Provide customers with product and service information and educate the client at all times
• Update existing customer information
• Identify and escalate priority issues
• Diarise and follow up on customer calls
• Document all call information according to standard operating procedures on our collections system
• Identify and overcome objections
• Respond to customer questions