Early Collections Contact Centre Agent

About the role

The Early Collections Contact Centre Agent will engage customers who are in the early stages of arrears (typically 1‑150 days past due). The aim is to prevent accounts from moving into late or legal collections by securing payments, negotiating repayment plans, and delivering a positive customer experience while complying with all relevant regulations.

Key responsibilities

• Make outbound and handle inbound calls to customers in early arrears.
• Identify reasons for missed payments and explain account status clearly.
• Secure immediate payments or arrange short‑term repayment plans.
• Negotiate realistic Promise‑to‑Pay (PTP) commitments and promote preferred payment methods.
• Escalate cases that require affordability support or special handling.
• Maintain accurate records in CRM and collections platforms, ensuring audit‑ready documentation.
• Achieve KPIs such as Right Party Contact, PTP conversion, early‑stage cure rate, and roll‑rate reduction.

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.
• High emotional intelligence, resilience and a customer‑centric mindset.

Required skills

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