Collections Agent

About the role

The Collections Agent is responsible for recovering overdue accounts for a fast‑growing education business. You will engage customers via phone, email, WhatsApp and SMS, negotiate payment plans and protect cash flow while maintaining respectful relationships.

Key responsibilities

• Contact customers across multiple channels to discuss overdue balances.
• Negotiate and arrange structured repayment plans.
• Follow up on unpaid invoices and meet collection targets.
• Escalate high‑risk or complex cases to the Collections Manager or legal team.
• Maintain accurate payment records and interaction notes in the CRM.
• Ensure compliance with debt‑collection laws and internal procedures.
• Liaise with finance, sales and student services to resolve account issues.

Required profile

• Grade 12 / Matric (required).
• Minimum 4 years of debt‑collection experience.
• Proven track record of meeting recovery targets.
• Previous call‑centre or contact‑centre experience.
• Knowledge of debt‑collection laws and procedures is advantageous.

Required skills

• Proficiency in CRM systems.
• Experience with payment‑tracking software.
• Working knowledge of Microsoft Excel.
• Familiarity with email communication tools.