Collections Officer – Call Centre

About the role

The role focuses on handling inbound and outbound collections calls to meet the business’s debt recovery objectives. You will work within a regulated call‑centre environment, providing professional and empathetic service to customers with overdue accounts.

Key responsibilities

• Answer inbound calls and make outbound calls in line with legal and regulatory frameworks.
• Obtain a “promise to pay” from customers and negotiate payment arrangements within company guidelines.
• Achieve daily collections targets and monthly key performance indicators.
• Provide account information, payment options and resolve disputes while maintaining a courteous tone.
• Update customer records and log all interactions in the CRM or collections system.
• Send payment reminders, confirmations and follow‑up communications via email, SMS or WhatsApp.
• Process and file supporting documents such as proof of payment, ID copies and income statements.
• Ensure all communications comply with POPIA, NCA and internal policies.
• Escalate unresolved queries according to the proper escalation process.
• Maintain high quality standards and adhere to workforce schedules and company policies.

Required profile

• Grade 12 (or equivalent) qualification.
• Minimum 18 months of collections experience in a call‑centre environment.