We are seeking a client-focused and solutions-driven Collections Agent to support clients experiencing financial difficulty and arrears on their accounts. The successful candidate will engage with clients to understand their circumstances, provide guidance on available solutions, and assist them in maintaining or restoring the health of their accounts.

The role requires balancing client experience with responsible collections practices by applying relevant legislation, including the National Credit Act (NCA), company policies, and regulatory requirements. Agents will work across multiple communication channels to provide empathetic, professional, and compliant support while achieving collection and service delivery targets.

Key Responsibilities

Contact and engage with clients regarding overdue accounts and arrears.
Assess client circumstances and identify suitable rehabilitation, payment, restructuring, or settlement solutions where applicable.
Educate clients on their account obligations, available options, and the implications of non-payment.
Ensure all collections activities are conducted in accordance with the National Credit Act, internal policies, and regulatory requirements.
Investigate and resolve client queries related to arrears, collections processes, and account management.
Maintain accurate records of all client interactions and agreements.
Achieve individual and team performance targets, including collections, service levels, quality standards, and productivity measures.
Deliver a positive client experience through professional, respectful, and solution-oriented engagement.

Minimum Requirements

Qualifications
Grade 12 / National Senior Certificate.

Experience

2-3 years' experience in collections, recoveries, customer service, contact centre operations, banking, financial services, or credit environments
Experience engaging with clients regarding arrears, debt management, or payment arrangements will be advantageous.

The successful candidate should demonstrate:

Knowledge of collections and arrears management processes.
Understanding of the National Credit Act (NCA) and responsible debt collection practices.
Understanding of client service principles and dispute resolution.
General office administration and information systems.
Knowledge of banking, credit, or financial services products and processes.
Knowledge of business banking collections, including engaging with business owners and authorised representatives to negotiate repayment arrangements and resolve arrears.
Understanding rehabilitation solutions for business clients experiencing financial distress.

Skills

Strong negotiation and influencing skills.
Effective verbal and written communication skills.
Active listening and empathy.
Problem-solving and decision-making ability.
Attention to detail and accuracy.
Administrative and record-keeping skills.
Computer literacy, including Microsoft Word, Excel, and Outlook.
Ability to handle sensitive client conversations professionally and confidently.
Competencies

We are looking for an individual who:

Demonstrates empathy while maintaining accountability and professional boundaries.
Builds trust and positive client relationships.
Takes ownership and follows through on commitments.
Adapts effectively to change and new ways of working.
Works collaboratively as part of a team.
Continuously seeks opportunities to learn and improve.
Delivers results while maintaining compliance and quality standards.

Conditions of Employment

Clear criminal record.
Clear credit record.

What Success Looks Like

The successful candidate will consistently achieve collections and service targets while assisting clients with sustainable solutions to manage their financial obligations. They will demonstrate a strong understanding of the National Credit Act, provide compliant and ethical collections support, and contribute to positive client outcomes through professional and compassionate engagement.

Pay: R21 000,00 - R23 000,00 per month

Work Location: In person

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