Customer Support Agent

Role Overview

• Process inbound calls from customers from all tranches of Recoveries
• Process outbound calls to customers, contacting them for due and overdue accounts
• Record all customer contact notes accurately on the system
• Achieve affordable payment plans for customers
• Accountable for reducing default and delinquency for all assigned accounts
• Establish and maintain effective and cooperative working relationships with customers and colleagues
• Ensure all customer outcomes are within regulation
• Meet defined department Quality Assurance metrics (KPIs, SLAs)
• Work effectively as part of a team and individually
• Maintain and develop positive department performance and conduct standards

Requirements

• 1 year experience in a customer centric environment
• 1 year experience working in collections/recoveries
• Financial services industry experience
• Knowledge and experience in dealing with vulnerable customers
• Results-focused and customer satisfaction driven
• Excellent verbal, written and numerical communication skills
• Strong team player
• Attention to detail and accuracy
• Focus on quality customer service
• Probing and Listening skills
• Competent computer literate ability