COLLECTION AGENT.

JOB DETAILS:

Job Opportunity: Sales Associate in Collections at Health, Wellness, and Fitness Company

Division: Contact Centre | Business Unit: Collections

Are you passionate about the health and wellness industry and have experience in sales? We are seeking a motivated Sales Associate to join our Collections team within our Contact Centre division. If you have a background in sales and a drive for success, this is the perfect opportunity to advance your career in the health, wellness, and fitness sector.

Minimum Experience Required: Associate level

Industry: Health, Wellness, and Fitness

Job Functional Area: Sales

Join our dynamic team and make a difference in the lives of others while advancing your career in a thriving industry. Apply today!

JOB DESCRIPTION.

Purpose of the Role:
The primary purpose of this role is to efficiently recover outstanding membership fees while nurturing a long-term relationship with each member. As a collections agent, we expect you to embody the ‘Virgin Active Way’ by being both polite and sensitive to our members’ needs, yet unwavering in your dedication to achieving your goals. Your mission is to facilitate experiences that motivate people to embrace an active lifestyle, making exercise an irresistible part of their lives.

Core Responsibilities:

• Align your efforts with our strategic business vision by adhering to our core values of learning, improvement, and inspiration, all while ensuring a fun and ethical work environment.
• Manage overdue memberships through telephone conversations or written communication, utilizing our in-house collections methodology to maintain customer loyalty and retain them as part of the Virgin Active family.
• Address member inquiries and complaints with competence, efficiency, and professionalism, adhering to quality and performance standards that reflect our company culture and values.
• Collaborate with leaders from other departments to ensure business objectives are met and deliver consistent outcomes.
• Mastering Communication and Negotiation in Debt Collection as effective communication is crucial in the realm of debt collection. To excel in this field, one must attentively listen to debtors, understanding their perspectives and concerns.
• Develop Empathy and Enhance Problem-Solving Skills is very essential, Understanding the perspective of the person you’re communicating with is crucial. When someone is facing challenges, expressing empathy is essential.
• Cultivating Persistence and Resilience is important as encountering rejection is inevitable, but how you respond makes all the difference. Embracing a mindset of persistence and resilience is crucial for overcoming setbacks and achieving your goals.

Minimum Requirements:

• A Matric or equivalent qualification.
• Up to 3 years of experience in a collections agent/representative role or a similar sales position.
• A proven track record of successfully meeting collections targets, preferably through phone interactions.
• Strong negotiation skills with the ability to resolve issues and handle complaints effectively.
• Proficiency in English, both spoken and written.
• Excellent communication and interpersonal skills.
• Resilience in handling customer rejection.
• Ability to multitask, switching between multiple systems and communication channels, such as phone and email, with ease.
• Capacity to be polite and compassionate while maintaining authority.

Preferred Qualifications:

• A strong focus on customer centricity.
• Empathy and the ability to build rapport with members.
• A commitment to quality in delivering results.
• Excellent influencing skills.
• Proficiency in managing objections and resolving calls efficiently.
• Ability to work independently while being a cooperative team player who respects others.
• Familiarity with relevant computer programs (e.g., CRM software) and telephone systems.
• Compliance with Privacy Laws: TCPA

By aligning with these goals and embodying these qualities, you will become an integral part of our team, helping to foster an environment where exercise is a rewarding and irresistible experience for our members.

Upholding Professionalism and Ethics in the Workplace.

1. Managing Sensitive Information.
2. Conflict resolution Techniques.
3. Preventing Harassment and Abuse.

Conclusion: Mastering the Art of Ethical Debt Collection.

Becoming a successful collection agent involves much more than simply requesting payments. It requires exceptional communication skills, comprehensive training, and an in-depth understanding of debt collection laws. To thrive in this field, it’s essential to focus on honing your communication abilities, familiarizing yourself with industry regulations, and consistently acting with professionalism and integrity. Embracing ethical debt collection practices not only enhances business reputation but is also the right way to conduct business. By prioritizing ethics and professionalism, you can establish a rewarding career in debt collection that benefits both you and your clients.