Job Purpose
The Retail & Direct Credit Collections associate performs routine collection duties in line with the business collection processes. These duties include calls to customers to collect all due and past due accounts, research and resolve of customer queries.
Responsibilities
- Contact past-due accounts in a courteous, business-like and professional manner and arrange for payment of all past- due invoices.
- Maintain an organised follow- up schedule so that an overdue account is contacted as appropriate.
- Maintain appropriate comments in the system of all collection action taken, payments received, promises made etc.
- Upon request provide customers with copies of invoices/statements.
- After exhausting all collection techniques and problem resolution, recommends accounts that are deemed to be un-collectable within the front end collection cycle and refer to the pre-legal process.
- Undertake administrative tasks as required.
- Answer incoming and return customer telephone calls promptly and professionally.
- Demonstrates a commitment to the process of continuous improvement, identifying and responding actively to the needs of all customers and be open and responsive to change.
Education and Experience:
- Good standard of general Education, including numeracy, written and spoken English language.
- Good understanding and application of proper punctuation, spelling and grammar.
- Eye for detail
- Excellent telephone manner.
- Ability to handle difficult callers.
- Basic knowledge of accounting duties.
- Good Excel and Word skills
- Team Player with a positive proactive approach.
- Demonstrates effective communication.
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