Senior Associate - Customer Care Collections

About the role

Genpact is hiring a Senior Associate for its Customer Care Collections team in South Africa. The role covers debt collection and communication, account monitoring and reconciliation, record keeping and reporting, dispute resolution and escalation, and meeting collection targets while following compliance and quality standards.

Key responsibilities

• Contact customers with overdue accounts by phone, email and letter to start collections, and negotiate repayment terms and settlements in line with company policy.
• Monitor accounts for overdue payments, delayed settlements, credit irregularities or unapplied items, and reconcile account balances with customers, including unapplied credits.
• Maintain accurate records of customer communications and payment commitments, log collection outcomes and follow-ups in the CRM or collections system, and prepare regular collection activity reports for management.
• Investigate and resolve billing and payment disputes, escalating complex cases to senior staff or legal teams as needed.
• Work with Credit Management, Sales, Supply Chain, Cash Application and other departments, and provide documentation for third-party collections or bankruptcy cases.
• Meet daily, weekly and monthly collection targets and KPIs, ensuring timely cash inflow within agreed payment terms and SLAs.
• Follow legal and regulatory requirements for debt collection, company policies, SOPs and quality benchmarks.

Required profile

• Bachelor's degree in Business Administration, Communication, Hospitality Management, Information Technology or Marketing.
• English required, at upper-intermediate level (B2).
• Certified Data Processor (CDP) certification and Professional Customer Service certification listed as requirements.

Required skills

• Account maintenance, banking capital markets, cash application, credit underwriting, loan servicing, personal banking, retail banking and wealth management.
• Customer care and collections.

The position is office-based with a standard shift in South Africa, and Genpact states it does not charge applicants any fees to apply.