African Bank Collections Call Centre Admin Jobs: 4 Vacancies

Posted on :

9 Jul, 2013

Category :

Banking Jobs in South Africa, Call Centre Jobs in South Africa

African Bank Collections Call Centre Admin Vacancies

Analyze different types of queries
Liaise with EHL branches and distribution centres to pick up and deliver damaged merchandise
Liaise with exec’s from EHL on outstanding cancellations
Communicate to different levels of EHL management to assist in resolving EHL queries verbally and via e-mail

Desired Salary: competitive
Job description

MINIMUM EDUCATION
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Grade 12

MINIMUM EXPERIENCE
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Practical and applied skills equivalent to Grade 12
Computer Literacy

PREFERRED MINIMUM EXPERIENCE
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Previous Call Centre and/or Debt Collections experience

KEY RESULT AREAS
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Collections
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Achieve the set collection target
Contact and collect as per Collections Call Centre policies and procedures
Confirm right party contact
Probe, determine and update system with reason for the account being in default
Negotiate payment arrangement with the client within set mandates
Work all linked accounts as per client’s profile
Confirm and or update client’s details
Banking details
Salary date
Repayment method and frequency (weekly, fortnightly and monthly)
Load Promise To Pay (PTP) on system as agreed with client
Capture notes on system regarding important information and arrangement with client
Summarize and confirm payment arrangement with client
Wrap up using the correct wrap up code to end the call

Contactability (third party contact)
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Probe for client / next of kin / new employer information
Ascertain best time and or number to call client
Perform appropriate redial wrap up on alternative numbers by using the dialler system
Set dialler system to contact client at best time
Capture all information in the memo field

Promise to Pay Success Rate
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Probe, determine and update system with reason for the account being in default
Negotiate payment arrangement with the client to ensure that the PTP is honoured
Work all linked accounts as per client’s profile

Agree and confirm the following:
Payment amount
Date of payment
Payment method
Load the promise to pay on the system
Capture notes on system regarding important information and arrangement with client
Summarize and confirm payment arrangement with client
Wrap up using the correct wrap up code to end the call

Productivity
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Comply to agreed wrap up time percentage versus total time on system
Work set number of accounts daily
Comply to minimum system log on time
Work all linked accounts as per client’s profile

Key responsibilities
Fundamental Competencies:

Communication Skills (written & verbal)
Listening Skills
Client Centric Skills
Sense of urgency
Stress Tolerance
Professionalism

Additional Competencies:

Knowledge and understanding of systems applicable in the Call Centre
Policies & Procedures (ABIL)
Attention to detail
Knowledge about EHL query resolution process, including different products, guarantee, warrantee, suppliers etc

Core Competencies (technical):

Knowledge and understanding of
Systems applicable
Policies & Procedures (ABIL)
Attention to detail
Call Handling Skills
Analytical Skills
Problem Solving Skills
Conflict Handling
Computer Literacy
Knowledge of EHL products, Insurance types, Guarantees and warrantees
Outstanding Customer service

How to Apply:
Click on this link to apply online
Deadline: 12/07/2013

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