Consumer Finance Officer

PRIMARY OBJECTIVES:

• The position requires excellence in customer service and superior verbal and written communication skills, taking ownership of each inbound/outbound communication to ensure that it has been actioned to the satisfaction of the customer and the business within a reasonable time frame as set out by management.
• Maintain, control and effectively manage the prevention and collection of delinquent accounts for various portfolios including servicing to our customers.
• Providing assistance and support to our owners, developing and maintaining our ongoing relationship, encouraging them to use their ownership and re-engaging them.

PRINCIPAL RESPONSIBILITIES: (Include but not limited to)

• High volume inbound and outbound calls to negotiate and service and/or collect on portfolio accounts
• Maintain outstanding customer service, maximizing customer satisfaction and mitigating complaints and escalations
• Provide accurate and well informed information and advice to customers on all products; services and accounts
• Maximum recovery of arrears to ensure that arrears remain within agreed targets
• Working to a solution with all customers
• Make sound descisions and recommendations based on appropriate assessment of customer’s ability and willingness to pay which encompasses all legislative; policy and procedural guidelines.
• Implement most appropriate course of action for resolution of delinquency or irregular accounts in a timely manner
• Maintain accurate and up to date records of actioning, events and account maintenance of the collections and servicing systems ensuring that customer confidentiality is maintained at all times.
• Initiate follow up on all accounts in order to ensure payment plans are fulfilled.
• Comply with all legasative and regulatory requirements including keeping up to date with all training and testing
• Regular reporting and forecasting to meet KPI’s and Targets
• Contribute at team meetings and othe forums in a proactive manner for continuouse improvement of collections and recovery strategies
• Achievement of Key Performance Indicators and Targets on both an individual and departmental basis
• Account maintenance and administration as required
• All other reasonable duties as requested or required for time to time.

KEY POSITION CRITERIA

• Excellent time management and self motivation and management skills
• Flexible, adaptable with ability to work in a fast paced environment.
• Flexibility to work rostered hours when requested.
• Intermediate level Microsoft Office
• Ability to negotiate, be patient, persevere and show empathy to our customers
• Experience in a collections or call centre environment
• Knowledge of or willingness to learn all regulatory / legislative acts such as Anti Money Laundering, Debt Collections Practices, National Consumer Credit Protection Act, Privacy and apply them