Collections Agent

WNS (Holdings) Limited (NYSE: WNS), is a leading Business Process Management (BPM) company. We combine our deep industry knowledge with technology and analytics expertise to co-create innovative, digital-led transformational solutions with clients across 10 industries. We enable businesses in Travel, Insurance, Banking and Financial Services, Manufacturing, Retail and Consumer Packaged Goods, Shipping and Logistics, Healthcare, and Utilities to re-imagine their digital future and transform their outcomes with operational excellence.We deliver an entire spectrum of BPM services in finance and accounting, procurement, customer interaction services and human resources leveraging collaborative models that are tailored to address the unique business challenges of each client. We co-create and execute the future vision of 400+ clients with the help of our 65,000+ employees.

Key Responsibilities:

• Proactively contact customers via telephone and in writing in order to drive collections
• Work to agreed quality standards and agreed timescales
• Responsible for managing complaints and ensuring compliance
• Liaise with internal and external colleagues throughout the business and externally with customers
• Dealing with customer queries and internal queries within agreed SLAs to reduce customer debt
• Maintain customer related information on systems to the required standards to progress work, maintain accurate records, identify gaps in customer records and proactively collect information
• Outbound calls to customers
• Maintain customer information on system
• Inbound call handling

• Grade 12  / Matric
• 12 months collection experience in a collections call center environment essential
• International customer experience essential

 

• Computer literate
• Excellent verbal and written English communication skills
• Good negotiation skills
• Decision making, and analytical skills
• A high-level of understanding, patience and empathy to navigate difficult customer conversations with professionalism under pressure
• Team player with a disposition to learn
• Objection handling ability