ZAF Customer Service Representative ZP - Banking/Collections/Financial

To provide a Simply Brilliant customer experience by professionally and courteously handling all customer contact in compliance with company directive. To actively promote the Teleperformance Brand by providing quality customer service at every instance, promoting products and services whilst stimulating revenue for the business. Teleperformance is a Regulated Financial Company operating largely in the BFSI sector.

“Teleperformance is a Regulated Financial Company operating largely in the BFSI sector. As such, it is a condition of numerous Service Level Agreements with many of our clients that Employees possess acceptable credit scores and that they have no criminal records throughout their employment tenure with our Company.  For this reason, employment of any prospective job candidate is subject to the outcome of satisfactory references, credit & criminal checks.   Sshortlisted job applicants will thus be required to sign a consent form to undergo the afore-mentioned checks as part of our Recruitment process with our registered service provider.”

• Matric or NQF Level 4 (preferred)

• Minimum 6- 12 months of experience working with a collection process – preferred
• Minimum 6- 12 months of experience working with a Sales process Superior oral and written communication, presentation, and interpersonal skills. - preferred

Collect the delinquent / outstanding amount from the consumer over the phone on Outbound / Inbound calls.

• Negotiation & persuasion skills with ability to connect with customers.

• Understand different delinquency cycle(s) of (business to consumer/business to business) (mention products to collect from) (if needed mention consumer or corporate products) .

• Able to follow local laws set up by different credit and collection governing agencies.

• Demonstrate effective skip tracing techniques through programs and policies implemented by Client
• Effective communicator as role will often require building rapport with consumer to understand the reason for debt delinquency.

• Follow and maintain compliance, quality assurance, and client-specific standards on all accounts handled.

• Able to work and navigate through multiple system to check and provide information related customer account.

• Meet key KPIs on day-to-day basis set up by the process based on client’s requirement.

• Able to demonstrate empathy and sympathy on the call with customer.

• Ability to be polite and compassionate without lacking confidence.

• Able to handle customers objections such as but not limited to disputes, bill charges, statements, etc..

• To respect and act according Teleperformance’s rules, regulations, and values
• Working in a finance-related field, but not actively working with money, a level of responsibility, trust, honesty and integrity are crucial.