Early Collections Contact Centre Agent – Debt Collection

About the role

We are seeking an Early Collections Contact Centre Agent – Debt Collection to join Infinity Services Partner Company. In this 12‑month contract you will engage customers who are in the early stages of arrears (1‑150 days past due) and work to prevent accounts from moving into late or legal collections while delivering a positive experience.

Key responsibilities

• Make outbound and handle inbound calls to customers in early arrears, identifying reasons for missed payments.
• Explain account status clearly and encourage self‑service and digital payment adoption.
• Secure immediate payments or negotiate short‑term repayment arrangements and realistic Promise‑to‑Pay commitments.
• Prevent roll‑forward into late or pre‑legal collections and promote reinstatement of debit orders.
• Escalate cases that require affordability support or special handling.
• Maintain full compliance with the National Credit Act, POPIA, Debt Collection Act and internal policies.
• Achieve KPIs such as Right Party Contact, PTP conversion, early‑stage cure rate and quality scores.
• Accurately record all interactions in CRM and collections platforms, ensuring audit‑ready notes.

Required profile

• Strong customer engagement and negotiation abilities.
• Empathetic yet firm communication style with problem‑solving mindset.
• Ability to manage objections and work to targets under time pressure.
• Customer‑centric attitude, emotional intelligence and resilience.
• High integrity, accountability and a commitment to continuous learning.
• Experience working in a call‑centre environment.

Required skills

• Proficiency with CRM systems.
• Experience using dialler and workflow tools.
• Familiarity with payment platforms.