CALL CENTER AGENT

Provides training and mentoring new starters as well as retaining / coaching of existing team members as required. Takes ownership of small projects and delivers outstanding results on time. Is pro-active in raising dispute information to a high standard as required in accordance with established policy. Ensures weekly/monthly collections targets are achieved, flagging possible problems early to the Team Leader. Assists in the preparation of management reports in line with Client and Accenture’s requirements. Ensures that the collections processes are followed and are in adherence with SOX policies. Is proactive and innovative in generating ideas to improve processes and service delivery to the client. Attends Client meetings to discuss payment performance and addresses issues as required. Is flexibility around working hours during client specified key periods (month end). Maintains and updates customer data and aging reports. Performs any other duties deemed appropriate by either Accenture or the Client related to the collections or dispute resolution process. Takes ownership of the team in the absence of the Team Leader