Work a queue / pool of delinquent accounts to collect arrears to bring customers account up-to-date or within agreed terms of borrowing using different collection tools.
Telephone, letters, email, fax, legal process etc).
Key Result Areas
Work a queue of delinquent accounts
The job involves tele-calling for most part of the day- approximately 100-150 calls on a daily basis.
Work is done on an automated collection system- Finn1 which is a web based system.
Make regular contact with customers to collect the full overdue payment or if the full payment cannot be made then negotiate a repayment plan as required.
Follow up promises to ensure payments are received
Identify potential skips and fraud cases and escalate all irregularities in accounts to the attention of the TL.
Develop an assertive approach to resolve customer queries
Propose settlement negotiations to recover delinquent balances (these accounts should be seriously delinquent)
Updating latest contact details of customer in Finn1 and raise regular maintenance to facilitate customer requirements (billing changes, SI changes, reversals etc)
To attend the team meeting and regularly highlight problems with solutions encountered during routine collections.
Route difficult / complex cases to the Team Leader.
Achieve the performance targets that has been communicated by the TL
Work on reports and debits account as and when required.
Knowledge, Skills, and Experience
Excellent verbal and written communication skills
All collectors will undergo training prior to joining the production floor- which will cover negotiation, Finn1 etc.