Job Description

Minimum Requirements:

• Matric / Grade 12 certificate (compulsory)
• Working knowledge of Excalibur 4.
• Proficiency in English (additional languages are advantageous)
• Clear criminal and credit record
• Willingness to work shifts, weekends, or public holidays if required (overtime not a given though, shifts are planned strategically)
• Basic computer literacy (Microsoft Office, email, etc.)
• Able to work on manual and predictive dialer campaigns.

Experience Required:

• Minimum 5 years of experience with ABSA Cheque portfolios.
• Good basic knowledge of and exposure to the legal process, ability to educate customers.
• Very good phone etiquette and communication skills.
• Ability to deal with difficult customers and handle standard and general complaints.
• Strong listening and objection-handling abilities.
• Ability to work under pressure.
• Proven ability to meet collections targets on aged or non-responding debt
• Hard working and honest
• Must be self-motivated
• Must have a general understanding of client kpis such as recovery rates and activation rates (hit ratio).
• Skilled in negotiating settlements, payment plans and instalment increases
• Experience with ABSA cheque portfolio and basic knowledge of DM is highly advantageous
• Ability to re-engage difficult or previously unresponsive customers
• Strong focus on Quality Assurance and used to an environment where calls are being screened by both the employer and client.
• Basic understanding of and compliance with Ensuring all actions comply with NCA, POPIA, and company policy
• Familiar with off balance debt portfolios and basic understanding of charges, interest and fees raised on transactional accounts
• Show resilience and persistence
• Display high emotional intelligence
• Strong attention to detail (especially with notes and customer responses).
• Ability to maintain professionalism in team and with debtors
• Ability to respond directly to customer queries and negotiate in writing (e-mails, messages etc.

Please note that if you have not heard back from us within 2 weeks, please consider your application unsuccessful.

Skills Required