Soft Collections Officer

About the role

We are looking for a strong communicator who can build strong rapport with clients, monitor, and identify any red flag clients, as well as deal with sensitive payment matters.

Requirements:

Technical skills

• Basic bookkeeping principles and understanding, including payment terms etc.
• Interpersonal and other skills 
• Great, clear, verbal communication is essential.
• Negotiation Skills
• Problem Solving Skills
• Critical Thinking Skills
• Ability to establish trust with client as well as ability to probe and get clarification/clear explanation/honest feedback as to why the clients business behaviour/turnover /payment history has changed in any way.

Qualifications and Experience

• Matric
• Business relevant diploma/degree would be advantageous.
• 3-4 years of experience in customer services
• 3-4 years of experience in collections

Key Responsibilities

• Once funding is complete, clients activity /performance etc needs to be monitored and watched for any changes/red flags in behaviours/activity and turnover.
• If there are any concerns/changes, obtain information and clarifications to why there is delay in payments or any other red flags with regards to company turnover etc
• Reporting concerns/findings back to the team
• Monitor accounts receivable and identify overdue accounts.
• Contact customers with overdue accounts and attempt to either collect the overdue amount or negotiate a payment plan to collect.
• Use investigative skills and tools to locate and contact uncontactable customers.
• Maintain records of contacts and attempted contacts with delinquent account customers as well as records of any payments collected from the customer.
• Resolve customer issues and complaints concerning repayments.
• Submit regular reports on the status of unpaid accounts and any repayment progress.