Collections Agent

SUMMARY:
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POSITION INFO:

Description:
Contract Renewal:

To effective collect outstanding debt and prevent Bad Debt for Vodacom Corporate, Business and Consumer collection portfolio and ensure that the accounts are paid when due
To assist and empower other Vodacom Departments on Collections calls via Real- time Helpdesk in a Blended Contact Centre environment.

• To minimise bad debt
• To follow up on non-payments
• To negotiate payments on accounts
• Make split second decisions on locking and unlocking’s
• To collect 100% of targets
• To liaise with 3rd parties to resolve account disputes involves meetings and negotiation with CEO’s, FM’s IT Managers
• Ability to liaise with EHODS & Executives
• Work under extreme and constant pressure
• Ability to summarise account status in once glance and negotiate with debtor telephonically
• Contact Centre and Dialler Acumen
• Very strong and advance negotiation skills
• Assisting and empowering customer care staff in collections related calls


Person Specification
Behaviour Technical / Professional Expertise
Extreme Importance
• Delivering Results and Meeting Customer Expectations
• Persuading and Influencing
• Relating and Networking
• Achieving Personal Work Goals and Objectives
• Entrepreneurial and Creative Thinking
• Analysing
• Dealing with Prestige and influential customers
• Empowering and working with Internal Vodacom staff

High Importance
• Deciding and Initiating Action
• Following Instructions and Procedures
• Adapting and Responding to Change
• Coping with Pressures and Setbacks
• Writing and Reporting
• Applying Expertise and Technology
• Planning and Organizing
• Adhering to Principles and Values
• Presenting and Communicating Information

Moderate Importance
• Learning and Researching
• Working with People
• Creating and Innovating
Job Knowledge:
• Consumer and Corporate credit
• MS Excel advanced
• Eppix
• C3D
• Morpheus ii
• iCap
• Tallyman
• Credit Bureau
• Converged Business knowledge
Job Related Skills:
• Interpersonal skills
• Negotiation skills (ability to liaise with CEO’s, FM’s and IT Managers, EHODS & executive Heads)
• Excellent communication skills
• Attention to detail
• Analytical and investigative mind

Job Experience & Education:
• 2-5 years of Credit control experience
• 1 Year Financial reconciliation experience
• Experience in dealing with 3rd Parties to resolve account disputes
• Experience in dealing with EHODS, Exec Heads & other key stakeholders
Education:
• Matric - essential
• Diploma in Credit Management would be an advantage