Collections Agent

Purpose of the Role

The primary objective of this role is to recover outstanding membership fees efficiently while preserving long-term relationships with members. As a Collections Agent, you will embody the Virgin Active Way by being polite and sensitive towards our members, all while remaining committed to your goals and demonstrating persistence.

Key Responsibilities

• Fee Recovery : Collect outstanding membership fees using the in-house collections methodology, ensuring clients remain part of the Virgin Active family.
• Member Interaction : Handle arrear memberships via telephone or written correspondence, addressing member queries and complaints competently and professionally.
• Alignment with Company Values : Conduct all dealings with members in accordance with Virgin Active's culture and values, focusing on learning, improving, inspiring, and having fun while doing the right thing.
• Cross-Functional Collaboration : Work collaboratively with other department leaders to ensure business objectives are met and outcomes are delivered effectively.

Minimum Requirements

• Education : Matric or equivalent qualification.
• Experience : Up to 3 years’ experience as a collections agent/representative or in a similar sales role.
• Track Record : Proven success in meeting collections budgets, preferably through phone interactions.
• Negotiation Skills : Outstanding negotiation abilities to resolve issues and address complaints effectively.
• Language Proficiency : Must be able to converse, read, and understand English fluently.
• Communication Skills : Excellent communication and interpersonal skills are essential.
• Resilience : Ability to handle customer rejection with professionalism.

Desired Attributes

• Customer-Centric Focus : A strong emphasis on empathy and the ability to build rapport with members.
• Quality Orientation : Commitment to delivering high-quality results while achieving targets.
• Influencing Skills : Excellent skills in managing objections and resolving calls effectively.
• Independence and Teamwork : Ability to work independently while also being a good team player who treats colleagues with respect.

Preferred Qualifications

• Technical Proficiency : Good knowledge of relevant computer programs (e.g., CRM software) and telephone systems.