Early Collections Contact Centre Agent

About the role

We are seeking an Early Collections Contact Centre Agent to engage customers who are in the early stages of arrears (1‑150 days past due). The role focuses on preventing accounts from moving into late or legal collections by securing payments, negotiating repayment plans and delivering a positive customer experience.

Key responsibilities

• Make outbound and handle inbound calls to customers in early arrears.
• Identify reasons for missed payments and explain account status.
• Secure immediate payments or short‑term repayment arrangements and negotiate realistic Promise‑to‑Pay commitments.
• Promote self‑service, digital payments and reinstatement of debit orders.
• Escalate cases that require affordability support or special handling.
• Maintain accurate records in CRM, dialler and payment platforms, ensuring audit‑ready documentation.
• Achieve KPIs such as Right Party Contact, PTP conversion, early‑stage cure rate and quality scores.

Required profile

• Matric (Grade 12) qualification.
• Minimum 2 years experience in early or soft collections within telecoms, banking or retail credit.
• Strong negotiation, problem‑solving and objection‑handling abilities.
• Ability to work flexible shifts, including evenings, weekends and holidays.
• Commitment to compliance with NCA, POPIA and Debt Collection Act.

Required skills

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