Job Description

Pepkor Vacancies – Collection agent

About the Role

Pepkor Vacancies is seeking a driven Collection Agent to engage delinquent and arrears customers telephonically, secure suitable payment arrangements, and support business objectives through effective debt recovery and customer rehabilitation.

Key Responsibilities

Inbound & Outbound Collections

• Manage inbound and outbound calls within agreed SLAs and the prescribed legal framework.
• Trace uncontactable customers using approved processes.
• Achieve daily collections targets and monthly KPA targets.

Payment Negotiation & Account Rehabilitation

• Negotiate payments in line with approved scripts and dialler time requirements.
• Inform customers of arrears status and agree on suitable payment arrangements within set guidelines.
• Educate and rehabilitate customers to improve payment behavior and account standing.
• Prevent account roll-forward and reduce outstanding balances within the allocated service portfolio.

Customer Service Excellence

• Provide guidance on product, legislative, and account-related queries.
• Deliver polite, friendly, efficient, and professional service on every interaction.
• Achieve high levels of customer satisfaction and First Contact Resolution where possible.
• Action customer instructions accurately and within agreed turnaround times.
• Complete all administrative tasks related to customer account management.

Adherence & Compliance

• Adhere to workforce schedules, including lunch and comfort breaks.
• Comply with all company policies and procedures, including Absence Management, House Rules, and the Disciplinary Policy.

Job Requirements

Experience

• Minimum of 18 months’ collections experience in a call centre environment.

Qualifications

• Grade 12.

Functional Knowledge & Skills

• Proficiency in account management debtor systems.
• Excellent verbal and written communication skills.
• Strong problem-solving and negotiation ability.
• Solid understanding of retail credit account management.
• Ability to perform in a competitive, target-driven, and dynamic environment.

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