Collections Agent

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. 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. 24 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.