Collections Agent

Overall Purpose of the Role:
The Collections Agent is responsible for managing and recovering outstanding payments relating to the GoTyme MCA product, while supporting the rehabilitation of overdue merchant accounts. The role involves proactively engaging with merchants, understanding the reasons for non-payment, negotiating suitable repayment arrangements, and following up on agreed payment commitments. The agent is also responsible for maintaining accurate records, identifying and escalating high-risk or complex accounts, and ensuring that all collection activities are conducted professionally and in accordance with GoTyme’s policies and applicable regulatory requirements.

Requirements

Experience and Skills Required:

• 2-4 years’ experience in collections / processing office/administration and preferably in the banking environment
• Proven computer skills essential and experience with the CRM -Salesforce advantageous
• Proficiency in the use of database and debt collection software to update records and interpret payment information
• Proven MS Office skills, most importantly advanced Excel
• Experience in a pressurized, fast-paced and ever-changing environment
• Must be flexible with an open mind to find solutions to overcome challenges
• Multitasking skills to move from one case/account to another
• Target and outcome driven
• Methodical approach to work with a ‘can do’ attitude
• Conflict resolution and negotiation skills to overcome obstacles to collecting payment
• Written communication skills to keep detailed and simple-to-understand notes
• Oral communication skills to interact professionally with customers and coworkers

Responsibilities:

• Action all settlement requests via Omni/Salesforce and email directly to the customer
• Assist with the weekly debit order change report
• Notify the Debtors team to process refunds & cancellations as well as payment allocations
• Preparing Legal handovers packs
• Collection and rehabilitation of accounts on all slow payer and non-payer accounts
• Daily action of RC Funding and Partner unpaid debit orders (Device, EFT MCA) via Omni Queues
• Daily follow up on accounts diarized through the Omni queues
• Action cases on Salesforce in line with collections process and all calls to be actioned on 3CX
• Tracing non-contactable customers
• Updating 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 as well as payment allocations
• AI & data analytics proficiency essential.