Debt Collections Specialist

Job Summary

The Contact Centre Agent is responsible for managing overdue customer accounts by engaging with customers, negotiating payment arrangements, and supporting the recovery of outstanding balances. The role focuses on achieving collection, quality, and productivity targets while delivering professional, respectful, and compliant customer service. The incumbent is responsible for maintaining accurate account records, following company policies and regulatory requirements, and contributing to the success of the collections operation through effective customer engagement and consistent performance.

Key Responsibilities

• Contact customers through inbound and outbound calls to recover outstanding balances and reduce account delinquency.
• Engage with customers professionally to understand their circumstances and negotiate suitable payment arrangements.
• Provide accurate information and assistance to customers while maintaining a positive customer experience.
• Capture and update customer information, payment commitments, and account activity accurately on relevant systems.
• Ensure all collection activities are conducted in line with company policies, procedures, and applicable regulatory requirements.
• Resolve customer queries efficiently and escalate complex account matters when required.
• Achieve individual collection, quality, productivity, and attendance targets.
• Conduct follow-ups on payment arrangements and customer commitments to support successful recovery outcomes.
• Maintain confidentiality and protect customer information at all times.
• Participate in coaching, training, and continuous improvement initiatives to enhance performance and knowledge.
• Collaborate with Team Leaders and colleagues to achieve campaign and operational objectives.
• Adhere to scheduled working hours, attendance requirements, and all operational procedures.

Requirements

• Qualification: Grade 12 (Matric) or equivalent.
• Experience: Minimum of 1 year experience in collections, customer service, or a contact centre environment.
• Systems Knowledge: Proficient in Microsoft Office, CRM, and/or collections management systems.
• Communication Skills: Strong verbal and written communication skills with the ability to communicate professionally and effectively with customers.
• Collection Skills: Ability to negotiate payment arrangements, manage customer objections, and achieve recovery targets.
• Work Environment: Ability to work effectively in a fast-paced, target-driven contact centre environment.
• Availability: Willingness and ability to work night shifts and rotational schedules as required.

Skills and Competencies

• Excellent verbal and written communication skills.
• Strong negotiation, influencing, and persuasion skills.
• Active listening and customer engagement skills.
• Customer-focused with a professional and empathetic approach.
• Strong problem-solving and decision-making abilities.
• Attention to detail and accuracy when capturing customer information.
• Ability to manage difficult conversations and remain resilient under pressure.
• Good organisational and time management skills.
• Ability to meet targets and deliver consistent performance.
• Computer literacy and ability to learn new systems quickly.
• High level of professionalism, integrity, and confidentiality.
• Accountability and ownership of assigned responsibilities.
• Ability to work independently and collaborate effectively within a team.