Collections Agent (Call Centre)

About the role

This permanent position in the Debt Review department of a call centre business involves handling collections queries by telephone to meet the business's collections objectives. There are 15 positions available, and the salary is market related. The role covers inbound and outbound calls, customer service, debt recovery, account management, email and multimedia support, and compliance with POPIA and NCA.

Key responsibilities

• Handle inbound and outbound calls within the legal framework, obtain promise-to-pay agreements and resolve customer matters professionally and promptly.
• Achieve daily collections targets and monthly KPI targets, and aim for first-call resolution.
• Explain the consequences of non-payment and the benefits of resolving debt, and advise on products, legislation and account queries.
• Negotiate payment terms within company guidelines and persuade customers to pay or set up payment arrangements.
• Update customer records, monitor payment commitments and follow up, and escalate non-responsive accounts to the outbound or legal teams.
• Respond to emails about account balances, payment history, disputes and charges, and send payment reminders and confirmations.
• Process documents such as proof of payment, ID copies and income affidavits, and log all interactions in the CRM or collections system.
• Use SMS, WhatsApp and chat support where applicable, and maintain quality standards and compliance with POPIA, NCA and internal policies.

Required profile

• Grade 12 qualification.
• At least 18 months of collections experience in a call centre environment.
• Ability to adhere to the workforce schedule, company policies and procedures, and to follow the proper escalation process.