Purpose of the Position

 Appointed as the subject matter expert for the team with regard to process knowledge and sharing of best practices.

 Works closely with the line manager in providing feedback to team members and ensuring that action plans are followed or constantly reviewed.

 Primary objective is to collect customer debt while ensuring customer satisfaction is not compromised.

 Minimizes customer debt by effectively negotiating and identifying the best payment options based on the customer’s current situation.

 Contributes to the improvement of DSO (Daily Sales Outstanding) by ensuring all KPIs are consistently met.

 Efficiently manages time logged while on campaigns to cover as many accounts as possible and improve positive call outcomes.

 Quality- and quantity-focused, able to perform against progressive personal shared services measures and ensure full utilization of resources through establishment, implementation, and maintenance of customer credit master data in the SAP system.

 Seeks to reduce and improve customer queries by acting as a customer advocate and proactively resolving root causes that affect customers.

 Actively provides feedback and trends to the line manager to ensure process improvements are captured and addressed accordingly.

Principal Responsibilities

 Acts as the officer-in-charge in the event that the team leader is not available.

 Highly involved in creating action plans and feedback to improve key performance indicators.

 Follows RSP collections processes to ensure customer debt is improved.

 Conducts call listening sessions with the team to identify areas for improvement; ensures action plans align with goals and objectives.

 Properly captures the details of customer queries using CRM.

 Accurately uses the correct wrap codes per call for effective campaign management.

 Uses sound judgment in adhering to debt collection guidelines to ensure operational and reputational risk is minimized.