Location: Cape Town CBD

Key Responsibilities:

• Proactively contact debtors via telephone or written communication to secure payment arrangements.
• Negotiate and set up realistic and sustainable repayment plans in line with company policies.
• Accurately maintain records of customer interactions, agreements, and payment progress.
• Ensure customer information is complete and up to date, including contact details and supporting documentation.
• Adhere to all applicable debt collection laws, including compliance with NCR regulations.
• Foster positive relationships with clients to encourage timely payments and reduce delinquency.
• Investigate and resolve billing disputes and customer queries to avoid further arrears.
• Utilise investigative tools and techniques to trace and engage with uncontactable clients.
• Handle objections and complaints professionally, ensuring a high standard of customer service.
• Liaise with internal teams to address client issues and provide feedback and progress updates.
• Submit regular reports on outstanding accounts and recovery outcomes.
• Consistently meet daily, weekly, and monthly collection targets and adhere to performance KPIs.

Core Competencies & Skills:

• Excellent verbal and written communication skills (multilingual proficiency is a strong advantage).
• Strong negotiation and persuasion skills, with the ability to handle sensitive financial discussions.
• Critical thinking and problem-solving capabilities.
• Sound understanding of the National Credit Act (NCA) and debt collection procedures.
• Ability to establish trust, ask probing questions, and gain honest client feedback on payment behaviour.
• High attention to detail with strong administrative and data entry abilities.
• Results-driven and capable of working independently in a fast-paced, target-oriented environment.
  
  

Skills & Experience

• Experience:
• 2–4 years of proven experience in a debt collections or credit control environment
• Track record of meeting and exceeding collection targets
• Experience handling high-volume outbound calls and customer portfolios
• Familiarity with debt collection systems and CRM tools
• Clear criminal record
• Strong verbal and written communication skills (multilingual abilities are advantageous)
• Excellent negotiation and persuasion skills
• Proficient in handling disputes and resolving customer queries
• High level of accuracy in data entry and maintaining client records
• Sound understanding of the National Credit Act (NCA) and debt collection regulations
• Ability to analyze customer behavior and payment trends
• Effective problem-solving and critical thinking skills
• Ability to work independently and in a team within a target-driven environment
• Professionalism, empathy, and the ability to build rapport with clients