Collections Agent

Description:

Job Types: Full-time, Permanent

Work Location: In person

Expected Start Date: 2025/06/16

Duties & Responsibilities

Key Outputs:

• Contact customers via phone, email, or written communication to arrange and secure payment commitments.
• Negotiate and structure affordable repayment plans in line with company policies.
• Accurately document all customer interactions, agreements, and account activity.
• Verify and update customer contact information and submitted documentation.
• Ensure compliance with all relevant debt collection laws and regulations.
• Build strong rapport with customers to encourage timely payments.
• Investigate and resolve billing disputes, working to reduce further debt accumulation.
• Use tracing tools and investigative techniques to locate uncontactable clients.
• Handle queries and complaints with professionalism, focusing on resolution.
• Work closely with internal departments to resolve customer issues efficiently.
• Provide regular reports on outstanding accounts and repayment progress.
• Consistently meet performance targets and adhere to KPIs.

Requirements:

• Contact customers via phone, email, or written communication to arrange and secure payment commitments.
• Negotiate and structure affordable repayment plans in line with company policies.
• Accurately document all customer interactions, agreements, and account activity.
• Verify and update customer contact information and submitted documentation.
• Ensure compliance with all relevant debt collection laws and regulations.
• Build strong rapport with customers to encourage timely payments.
• Investigate and resolve billing disputes, working to reduce further debt accumulation.
• Use tracing tools and investigative techniques to locate uncontactable clients.
• Handle queries and complaints with professionalism, focusing on resolution.
• Work closely with internal departments to resolve customer issues efficiently.
• Provide regular reports on outstanding accounts and repayment progress.
• Consistently meet performance targets and adhere to KPIs.

• Excellent verbal communication skills (proficiency in multiple languages is a plus).
• Strong negotiation and conflict-resolution abilities.
• Ability to maintain accurate and detailed records of customer interactions.
• Analytical thinker with solid problem-solving and critical-thinking skills.
• Working knowledge of the National Credit Regulator (NCR) guidelines and the debt recovery process.
• Ability to build trust with clients and effectively probe to understand financial behavior changes.

• Matric / Grade 12 required.
• 2–4 years of experience in a debt collections environment.
• Clear criminal record.
• Computer literacy and accurate data entry skills.
• Familiarity with debt collection laws and procedures is advantageous.

Core Competencies:

• Excellent verbal communication skills (proficiency in multiple languages is a plus).
• Strong negotiation and conflict-resolution abilities.
• Ability to maintain accurate and detailed records of customer interactions.
• Analytical thinker with solid problem-solving and critical-thinking skills.
• Working knowledge of the National Credit Regulator (NCR) guidelines and the debt recovery process.
• Ability to build trust with clients and effectively probe to understand financial behavior changes.

Qualifications & Experience:

• Matric / Grade 12 required.
• 2–4 years of experience in a debt collections environment.
• Clear criminal record.
• Computer literacy and accurate data entry skills.
• Familiarity with debt collection laws and procedures is advantageous.