Commission Based Call Center Agents

Job Purpose

• The Commission Based Call Center Agents(CBCC) purpose is to manage delinquent customer portfolio and to recover any overdue monies in line with 4G Capital. They will be liaison between our company and its current and potential customers. He/She will be able to accept ownership for effectively solving customer issues, complaints and inquiries; keeping customer satisfaction at the core of every decision and behaviour.

Roles & Responsibilities

• To manage work queues to ensure all delinquent queues are actioned.
• Capture all call information accurately through system interactions
• Make contact with defaulting customers by calling them with an aim of negotiating a settlement of the arrears
• Monitoring collection accounts allocated on a daily basis and take appropriate actions to ensure that the collection portfolio remains within accepted limits through the application of sound credit judgment within policy guidelines.
• To investigate and resolve any customer queries and complaints through verbal or written correspondence in line with 4G Capital policies.
• To achieve the monthly collection target.
• All communication whether written or oral to be in line with the 4G Capital quality standards.
• To be at work on time in line with your allocated shift.
• To adhere to break schedules as defined in the shift patterns.
• All calls to be recorded and stored as defined in the 4G Capital policy.
• Other ad hoc tasks as defined by the Call Center Manager.
• Identify and escalate deceased or disabled customers to collections management for review or collection termination.
• Work closely with the branches on their bad debt portfolio.

Required Skills for a Commission Based Call Center Agent

• 6 months – 1 year of call center experience preferably in collections
• A diploma/bachelor's qualification in a business related course
• Computer literacy is mandatory
• Previous call center or collections experience in retail or financial services advantageous
• Fluent in English (written and verbal) and Swahili will have an added advantage.
• High communications & presentation skills
• Ability to handle confidential information
• Organisational skills with attention to detail
• Excellent time management skills and ability to multitask and prioritise work
• Attention to detail and problem-solving skills
• A Strong service ethos is essential
• A can do, proactive, energetic attitude towards your work and people is a must.
• A good self- manager,
• You need to be a strong team player, prepared to get your hands dirty
• A ‘make it happen’, positive, energetic attitude to your day-to-day work
• Enthusiasm to hit the highest standards
• A practical approach to issues and challenges
• A desire to make a difference every day.
• Ability to work independently and as a team to meet deadlines, goals and objectives