Inbound Collections Agent

Inbound and Outbound SLA and work queues

• Dealing with both inbound and outbound calls within the guidelines of the set legal framework
• Obtain “promise to pay” from customers
• Resolve All customer related matters in a Professional, polite and timeous manner
• Achieve daily collections targets and monthly KPA targets

Customer Service

Handling Incoming Calls & Customer Engagement

• Maintain a professional and empathetic tone.
• Educate customers on the consequences of non-payment and benefits of resolving debt.
• To always achieve customer satisfaction through First Call Resolution
• To action customer instructions in an efficient and timeous manner
• Respond to customer inquiries related to overdue accounts.
• Provide account information, payment options, and resolve disputes
• To advise customers on product, legislative and account related queries
• To action administrative requirements related to customer account management.

Debt Recovery/ Collection

• To rehabilitate accounts in an efficient and professional manner
• Persuade customers to make payments or set up payment arrangements.
• Negotiate payment terms within company guidelines.

Account Management

• Update customer records with accurate notes after each interaction.
• Monitor payment commitments and follow up as needed.

Compliance & Quality

• Adhere to legal and regulatory requirements (e.g., POPIA, NCA).
• Follow internal policies and scripts to ensure consistency and compliance.

Query Management and resolution

• Resolve customer queries in a timeous manner
• Follow proper escalation process where unable to resolve the query

Email Support

Customer Communication

• Respond to inbound emails regarding:
• Account balances and payment history.
• Payment arrangements or settlement offers.
• Disputes or queries about charges.

Customer Communication

• Respond to inbound emails regarding:
• Account balances and payment history.
• Payment arrangements or settlement offers.
• Disputes or queries about charges.
• Maintain a professional, empathetic, and solution-oriented tone.

Payment Follow-ups

• Send reminders for missed payments or upcoming due dates.
• Confirm receipt of payments and provide reference numbers or receipts.
• Escalate non-responsive accounts to outbound or legal teams if necessary.

Documentation Handling

• Receive and process documents such as:
• Proof of payment.
• ID copies or signed arrangements.
• Income affidavits or financial statements (if applicable).
• Ensure documents are correctly filed and linked to the customer account.

System Updates

• Log all email interactions in the CRM or collections system.
• Tag emails appropriately (e.g., “Promise to Pay”, “Dispute”, “Settlement Request”).
• Update customer contact details if changes are received via email.

Compliance & Quality Assurance

• Ensure all email responses comply with POPIA, NCA, and internal policies.
• Use approved templates where applicable.
• Maintain audit trails for all email communications.

Multimedia and Administrative functions

Email Handling

• Respond to customer queries regarding account balances, payment arrangements, or disputes.
• Send payment confirmations, reminders, and follow-ups.

SMS & WhatsApp Engagement

• Use templated or personalized messages to prompt payments or confirm arrangements.
• Handle inbound messages with quick turnaround and accurate information.

Chat Support (if applicable)

• Provide real-time assistance via web chat or app-based platforms.
• Escalate complex queries to the appropriate team.
• System Logging
• Accurately log multimedia interactions in CRM or collections platforms.
• Tag and categorize interactions for reporting and compliance.

Quality Assurance

• Maintain high Quality Standards as prescribed and enforced by the Company
• Achieve and exceed company Quality Standard Expectations
• Adhere to all company Policies and Legislative requirements

Adherence

• Adhere to workforce schedule i.e. lunch and body breaks
• Adhere to all Company Policies and Procedures i.e. Absence Management, House Rules, Disciplinary Policy as set out by the business

Qualification

• Grade 12

Experience

• Must have at least 18 months collections experience in the call centre environment