Collections Agent (Call Centre)

About the role

This is a permanent position in the Debt Review department of a call centre, with 15 positions available. The main purpose of the role is to handle and resolve collections queries by telephone so that the business's collections objectives are met. Salary is market related.

Key responsibilities

• Handle inbound and outbound calls within the legal framework, including obtaining "promise to pay" from customers and resolving all customer matters professionally, politely and on time.
• Achieve daily collections targets and monthly KPI targets, while maintaining a professional and empathetic tone and aiming for first-call resolution.
• Advise customers on overdue accounts, explain the consequences of non-payment and the benefits of resolving debt, and provide account information, payment options and dispute resolution.
• 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 if needed.
• Respond to inbound emails about account balances, payment history, payment arrangements, settlement offers and charge disputes, 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 with appropriate tags.
• Use SMS, WhatsApp and chat support where applicable, and maintain quality standards, compliance with POPIA and NCA, and adherence to company policies and schedules.

Required profile

• Grade 12 qualification.
• At least 18 months of collections experience in a call centre environment.