Job Description

Pepkor Vacancies – Inbound Collections Agent

About the Role

Pepkor Vacancies is seeking a customer-focused Inbound Collections Agent to manage inbound and outbound interactions within agreed SLAs and work queues. The role focuses on recovering outstanding debt, securing promises to pay, and delivering excellent customer service in line with legal and regulatory requirements.

Key Responsibilities

Inbound & Outbound Collections

• Handle inbound and outbound calls within the prescribed legal framework.
• Secure promises to pay and negotiate suitable payment arrangements within company guidelines.
• Achieve daily collections targets and monthly KPA targets.
• Rehabilitate delinquent accounts in a professional and efficient manner.
• Educate customers on the impact of non-payment and the benefits of resolving outstanding debt.

Customer Service & Engagement

• Deliver professional, polite, and empathetic customer interactions.
• Achieve First Call Resolution and high customer satisfaction.
• Respond to customer queries regarding overdue accounts, balances, and payment options.
• Provide guidance on product, legislative, and account-related queries.
• Action customer instructions accurately and within agreed turnaround times.

Account Management

• Update customer records with accurate notes after every interaction.
• Monitor payment commitments and follow up on outstanding arrangements.
• Resolve disputes and manage customer instructions related to account changes.

Compliance & Quality

• Adhere to POPIA, NCA, and all relevant legal and regulatory requirements.
• Follow approved scripts, processes, and internal policies to ensure compliance and consistency.
• Maintain high-quality standards and meet company quality expectations.
• Ensure audit-ready documentation for all customer interactions.

Query Management & Escalations

• Resolve customer queries timeously.
• Follow escalation procedures for complex or unresolved matters.

Email Support & Written Communication

Customer Communication

• Respond to inbound emails regarding account balances, payment history, arrangements, settlements, and disputes.
• Maintain a professional, empathetic, and solution-oriented tone in all written communication.

Payment Follow-Ups

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

Documentation Handling

• Receive and process proof of payment, ID copies, signed arrangements, and financial documents where applicable.
• Ensure all documents are accurately filed and linked to the correct customer account.

System Updates

• Log all email interactions in the CRM or collections system.
• Tag communications accurately for reporting and compliance.
• Update customer contact details when changes are received via email.

Compliance & Quality Assurance

• Ensure all written communication complies with POPIA, NCA, and internal policies.
• Use approved templates and maintain full audit trails for email correspondence.

Multimedia & Administrative Support

Email Handling

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

SMS & WhatsApp Engagement

• Send templated or personalized messages to prompt payments and confirm arrangements.
• Manage inbound messages with quick turnaround times and accurate information.

Chat Support

• Provide real-time support via web chat or app-based platforms when required.
• Escalate complex queries to the appropriate teams.

System Logging & Reporting

• Accurately log and categorize multimedia interactions in CRM or collections platforms for compliance and reporting.

Quality Standards & Adherence

Quality Assurance

• Maintain and exceed company quality standards.
• Comply with all company policies and legislative requirements.

Adherence to Schedules & Policies

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

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