- Cape Town CBD
- Salary: Market Related
- Job Type: Permanent
- Sectors: Call Centre Telecommunications Soft Skills
- Benefits: Medical Aid Training
- Reference: UK Collections 11/12/24
Vacancy Details
Employer: EXL Service
A collections agent will play a crucial role in our collection team working with customers whose accounts have fallen into arrears. They’ll help customers navigate their financial journey while empowering them to become better and move forward with credit. They'll engage with customers via the telephone, both inbound and outbound, providing assistance, solving problems, and ensuring satisfaction in every interaction.
Required Skills
- Debt Collections: 1 to 2 years
Candidate Requirements
- Promote digital self-service options (mobile app, digital messaging) and assist customers in overcoming any barriers to adoption.
- Resolve customer complaints efficiently, aiming to resolve issues on first contact, and escalate complex matters where necessary.
- Running through basic diagnostics to better understand the root cause of any issues and feeding back to enable us to fix things that matter for our customers seamlessly.
- Must be FCA qualified
· Handling customer enquiries over the telephone, providing excellent service while ensuring compliance with internal processes and regulatory standards.
· Applying empathy and emotional intelligence to connect with customers, especially those in difficult or stressful situations, ensuring a positive experience and good outcomes.
· Negotiate payment and repayment plans, assessing customers' needs and financial circumstances, whilst addressing missed payments or arrears.
· Signposting customers effectively for external debt advice where necessary, explaining clearly the benefits these firms might be able to provide and how customers might go about contacting them.
43 people have applied for this job. 549 people have viewed this job.
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