Collections Agent

Overall Purpose of the Role

The Collections Agent is responsible for collecting payments owed to the business and rehabilitating overdue accounts.

Responsibilities Collections & Account Rehabilitation

• Collect and rehabilitate accounts on all slow-payer and non-payer accounts.
• Take daily action on RC Funding and Partner unpaid debit orders (Device, EFT MCA) via Omni Queues.
• Follow up daily on accounts diarized through the Omni queues.
• Action cases on Salesforce in line with the collections process and ensure all calls are logged on 3CX.
• Trace non-contactable customers.
• Update all new customer details on Salesforce.
• Notify Recap Support to suspend split payment processing on all settled accounts.
• Notify the Debtors team to process refunds, cancellations, and payment allocations.
• Prepare legal handover packs.
• Assist with the weekly debit order change report.
• Action all settlement requests via Omni/Salesforce and email directly to the customer.

Operational, Regulatory Risk, and Compliance

• Ensure strict adherence to standards of the Banking Regulator, FICA Regulations, the company’s Code of Conduct, and internal fraud, risk, and compliance policies.
• Demonstrate an understanding and application of regulatory training within your area of operation.
• Appropriately and promptly escalate issues and queries to relevant functions.

Experience & Skills Required

• 2–4 years’ experience in collections, processing office/administration, preferably in a banking environment.
• Proven computer skills are essential, and experience with CRM – Salesforce is advantageous.
• Proficiency in using database and debt collection software to update records and interpret payment information.
• Strong MS Office skills, particularly advanced Excel.
• Experience in a pressurized, fast-paced, and ever-changing environment.
• Must be flexible and open-minded in finding solutions to challenges.
• Strong multitasking skills to manage multiple cases/accounts efficiently.
• Target and outcome-driven approach to work.
• Methodical mindset with a proactive “can-do” attitude.
• Conflict resolution and negotiation skills to overcome obstacles in collecting payments.
• Strong written communication skills for maintaining detailed and easy-to-understand notes.
• Excellent oral communication skills to interact professionally with customers and coworkers.

Qualification/s Required

• Minimum: Matric (Grade 12).
• Advantageous: A post-secondary qualification.