Collections Support Administrator

About the role

The Collections Support Administrator provides essential administrative, transactional and operational assistance to the Early Collections function. You will ensure accurate processing of collections queries, maintain data integrity, and support agents and team leaders in meeting collections KPIs while complying with internal policies and South African regulations.

Key responsibilities

• Capture, update and maintain customer account information on CRM and collections platforms.
• Process Promise‑to‑Pay arrangements, payment allocations, reversals and account adjustments within delegated authority.
• Prepare, dispatch and track collections correspondence such as arrears notifications, demand letters and settlement letters.
• Manage incoming administrative mailboxes, workflow queues and shared inboxes within agreed SLAs.
• Maintain audit‑ready records of all administrative actions and customer interactions.
• Reconcile customer accounts, payment receipts and unallocated funds daily and weekly.
• Investigate and resolve account discrepancies, misallocations and duplicate transactions.
• Support month‑end and reporting cycles by ensuring data completeness and running standard reports.
• Provide administrative support to call‑centre agents, team leaders and specialists.
• Liaise with Finance, Billing, Credit Risk and Customer Care to resolve account and payment queries.
• Assist external debt collection agencies with account information and reconciliation requests.
• Handle ad‑hoc requests from Infinity Collections teams within agreed turnaround times.
• Adhere to the National Credit Act, POPIA, Debt Collection Act and SARB regulations, reporting any breaches.
• Support internal and external audit requirements and control questionnaires.

Required profile

• Strong attention to detail and ability to work under defined service level agreements.
• Experience in collections, finance or administrative support environments.
• Familiarity with South African credit and data‑protection legislation (NCA, POPIA, Debt Collection Act).
• Excellent written and verbal communication skills.
• Ability to handle confidential information with integrity.

Required skills

• CRM systems
• Collections platforms