POSITION DESCRIPTION
EMPLOYEE NAME:
POSITION TITLE:
Call Centre
REPORTS TO:
(Relevant Team Leader/Manager placed here)
LOCATION:
PURPOSE OF POSITION:
Call Centre staff act on behalf of the Collection Officers to make a quick succession of outbound calls
to debtors, either talking to them directly, or leaving messages in order to positively influence and
obtain maximum payment of debt. Call Centre staff manage the smaller valued and/or sometimes
the less complex debt that the Collection Officers don’t necessarily have the time to deal with.
Sometimes Call Centre staff are involved with ‘campaigns’ – a set of accounts that need identical
actions done to them, such as failed payment arrangements.
POSITION VALUES:
Call Centre staff need to communicate courteously with debtors by telephone, letter, email, text,
although the primary way of communicating is via telephone. Due to the repetitive and demanding
nature of the role Call Centre staff need to maintain a positive attitude, work effectively under
pressure and handle conflict situations whilst remaining professional at all times. The contact made
with debtors needs to be both precise and professional.
KEY RELATIONSHIPS – INTERNAL AND EXTERNAL
INTERNAL:
CONTACT
FREQ
Collection Officers
Daily or
Receive in bound calls and transfer to the relevant RML staff
more
member. If the call if for a Collection Officer and they are
frequently busy then Call Centre staff email them to ask them to call the
debtor back. Constant contact with Collection Officer if there
is a ‘Campaign’ – a set of accounts given to Call Centre staff
that need to have identical action done to them, such as
failed payment arrangements
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REASON/PURPOSE OF THE CONTACT
Receivables Management (NZ) Ltd
March 2013
EXTERNAL:
CONTACT
FREQ
REASON/PURPOSE OF THE CONTACT
Debtor
Daily or
more
frequently
Weekly or
Monthly
To obtain payment of the debt or if full payment cannot be
made to arrange payment agreement.
Client
Budget Advisors
Monthly
To obtain further paper work/documents or clarification.
Clients may call requesting to talk to Collection Officers so
take message or transfer them to the relevant person.
Budget Advisors may contact the Call Centre staff to gain
information for their clients and/or to receive the bank
account details of RML so that payments can be made
REPORTING – ORGANISATIONAL CHART:
Managing Director
Bob Garters
Collections Manager
Legal and Commercial
Collections Manager
Purchase Debt
Manager
Otago / Southland
Shaun Hartley
Jamie McLauchlan
Don Brewer
National Manager
Information Services
and Technology
Financial Crontroller Shane Wakelin
Paul Hilton
x2 Sales Managers
National Manager
Business Development
Ross Fleming
National Manager Call Centre
Sue Corbett
Call Centre staff
ROLE EXPECTATIONS: COLLECTIONS
KEY RESPONSIBILITES
KEY ACCOUNTABLIITIES
Outbound calls to debtors and achieving
payment of debt
The dialler system is used to make a quick
succession of out bound calls to debtors. During the
phone call the demand for payment is friendly but
assertive. The debtor’s ability to pay their debt is
evaluated by analysing the financial situation, as
well as other important information picked out.
Call Centre staff can use this information to
encourage payment in full, or as necessary
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Receivables Management (NZ) Ltd
March 2013
negotiate an appropriate payment arrangement
within the campaign guidelines.
When necessary the Call Centre staff send out
letters that are generated from the system and/or
send out automatic payment forms. Tracing
techniques are not utilised but confirmation of
address may be achieved by using Internet
searches.
Handling disputes
To effectively deal with disputes or differences of
opinions (e.g. debtor may dispute debt balance and
so on).
Maintaining database
To ensure that the account notes covering all of the
interaction with the debtors is kept up to date and
accurate. To ensure that the correct status codes
are applied to the collection system.
Receiving calls or correspondence from
debtors
Responding to phone calls, emails and any
communication. If debtor phones in ensure that
debtor’s details are confirmed before entering into
any payment arrangements, in case the
arrangement fails.
ROLE EXPECTATIONS: REACHING INDIVIDUAL ACTIVITY AND RESULT TARGETS
KEY RESPONSIBILITES
KEY ACCOUNTABLIITIES
Reaching Individual Activity and Result
Targets
Call Centre staff are expected to meet or exceed
the assigned Individual Activity and Result targets.
ROLE EXPECTATIONS: COMPLIANCE
KEY RESPONSIBILITES
KEY ACCOUNTABLIITIES
Company’s Policies
Compliance with company Code of Conduct,
policies and quality procedures
Legislation
Privacy Act:
Does not disclose information to others and
respects confidentiality of sensitive information;
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No complaints are made to the Privacy
Commissioner
Disputes and Complaints
Keep Team Leader and/or Manager informed of
disputes and actions that could possibly affect the
brand of the client or RML
Identify complaints and escalate them immediately
to Team Leader and/or Manager
Health and Safety
Notify your Team Leader/Manager of any hazards
by utilising the ‘Hazard Identification sheet’
Notify your Team Leader/Manager of any accident,
incident or near miss and complete the ‘Accident
Incident and Investigation form’
Uses OFI (Opportunity for Improvement) for
identifying procedural improvements relating to
Health and Safety
ROLE EXPECTATIONS: KEY BEHAVIOUR COMPETENCIES
COMPETENCY
BEHAVIOUR INDICATORS
TEAM PARTICIPATION
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PERSONAL EFFECTIVENESS
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Issue 2
Supports and assists team members by
lending a hand as appropriate
Assist in the integration of new starters into
the role and the office environment
Can focus on team as well as individual goals
Attends and contributes to staff meetings
Contributes to a harmonious team
environment by acknowledging differences
of opinion
Recommends to team leader and Managers
changes to practices where efficiencies and
effectiveness can be improved
Proactively shares knowledge
Has tenacity in meeting targets
Takes responsibility for effectiveness and
timely completion of own work
Good general administration, planning,
organising, time management skills and the
ability to prioritise
Ability to type and talk at the same time
Positively accept advice, assistance and
coaching from team leader and /or Manager
to improve
Maintains attention to detail and accuracy in
work
Good attendance
Receivables Management (NZ) Ltd
March 2013
COMMUNICATION AND BUILDING
RELATIONSHIPS
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ADAPTABLITY
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INTEGRITY
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DECISION MAKING
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NEGOTIATION
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Issue 2
Communicates clearly and concisely both
verbally and in written form – all letters and
emails professionally worded with correct
punctuation and grammar
Assists with customer queries accurately and
promptly, in a professional and courteous
manner
Works effectively with a wide range of
people
Listens to understand
Uses plain language when communicating
and non-discriminatory language
Has a good telephone manner
Is resilient and maintains a consistent
positive attitude when challenged
Remain calm and professional during conflict
and dispute resolution.
Works effectively under pressure
Ability to learn new systems
Behaves in a fair, honest, consistent and
ethical manner
Honours work commitments
Respects confidentiality of sensitive
information
If there is a conflict of interest the account is
referred to the Manager
Is capable of working with and addressing
issues in a logical manner to produce
outcome and decisions that are sound and
balanced
Thinks laterally and is committed to finding
solutions
Being assertive, influential and persuasive
when necessary
Ability to manage the conversation
Is firm but fair when dealing with debtors on
the phone
Receivables Management (NZ) Ltd
March 2013
KEY TECHNICAL COMPETENCIES:
The following list details the Technical skills and the minimum level required to undertake the Call
Centre role:
COMPETENCY
Using spreadsheet
Using Outlook
Office word
Internet
In-house computer system
Telephony system
Computer/keyboard/data entry skills
TECHNICAL INDICATORS
 Not required or Basic level
 Intermediate
 Basic
 Basic
 Ability to learn a new system and to enter
data accurately
 Basic
 basic
EDUCATION/EXPERIENCE/KNOWLEDGE:
The following list provides examples of the type of Education, Experience and Knowledge that is
considered ‘desirable’ for undertaking the Call Centre role:
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Secondary education
Life skills – the confidence and ability to relate to people from varied circumstances
Awareness of financial services
Knowledge of credit industry and legal processes and application in a debt recovery environment
Call centre work experience
Credit management experience
Finance sector/banking/insurance – good sense of numbers
Other phone based roles
This Position Description in no way states or implies that these are the only duties to be performed
by the employee. He or she will be required to follow any other instruction and to perform any
other duties as requested by his or her Manager.
Signed:
Employee: …………………………………………………………………………………… (date)
Manager: ……………………………………………………………………………………. (date)
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Receivables Management (NZ) Ltd
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