Collections Agent - Utilities Contact Centre

WNS Global Services Inc. (NYSE: WNS) is a global Business Process Management (BPM) leader. WNS offers business value to 400+ global clients by combining operational excellence with deep domain expertise in key industry verticals, including Banking and Financial Services, Consulting and Professional Services, Healthcare, Insurance, Manufacturing, Retail and Consumer Packaged Goods, Shipping and Logistics, Telecommunications, Travel and Utilities. Globally, the group’s over 41,000+ Professionals serve across 60 delivery centers in 16 countries worldwide, including China, Costa Rica, India, the Philippines, Poland, Romania, South Africa, Sri Lanka, UK and US.

WNS South Africa has been in operation since 2003 and built a reputation as the industry leader for Business Process Outsourcing (BPO) in South Africa, with a growing footprint into Africa. We are a strategic partner for delivering a full range of basic to complex processes from our eight delivery centers across South Africa, employing 4000+ people.

Why join us?

We promise our employees to experience role clarity, coaching and mentoring, professional development and structured career path through our 5 people promises and keeping employee experience at the core. Experience the culture of outperformance, engagement, celebration and also contribute to society through our WNS Cares Foundation, where you have the opportunity to support meaningful initiatives and make an impact in the community.

We are looking for high performance, target driven individuals, with exceptional communication skills. The main purpose of the role will be to speak to customers that have an outstanding balance and help them get out of debt and prevent them falling back into debt by ensuring right and sustainable actions are in place.

Key responsibilities:

As a Senior Associate: Operations you will:

· Be required to proactively contact customers both by telephone and in writing. This will require both inbound

and outbound calling, most of which will involve ‘telephone dialler’ activity;

· Be required to work to agreed quality standards and within agreed timescales;

· Be responsible for proactively developing and maintaining your specialist industry, business and system

knowledge;

· Be responsible for managing complaints and ensuring the compliance of these;

· Need to liaise with both internal and external colleagues throughout the business and externally with

customers;

· Have knowledge of debt collection techniques and be able to demonstrate excellent negotiation and

communication skills;

· Work with your customers to reduce debt in a timely manner to meet agreed targets. This will involve dealing

with customer’s queries and internal queries within agreed SLA’s. Part of the role will be to mitigate any risk

to our client and take necessary escalation action as appropriate;

· Maintain customer related information on systems to the required standards to progress work, maintain

accurate records, identify gaps in customer’s records and proactively collect appropriate information

Matric

Experience, knowledge, skills and attributes required:

· 6-12 Months’ call center experience with preference given to those who have previous knowledge in

Collections;

· Preference will be given to candidates with experience in dealing with international clients (particularly in the

US Market);

· High proficiency in verbal and written English (a neutral accent is preferred as customers are businesses

based in Canada);

· Customer orientation in an international and multicultural context; able and willing to find out what the

customer wants and needs and to act accordingly, taking the organization's costs and benefits into account;

· Focus on quality; Set high quality standards for your work and strive for continuous improvement

Working Hours - Monday to Friday  - 8PM to 6PM UK Time