Call Centre Tracer

SUMMARY:
Position - CALL CENTRE TRACER | DEBT COLLECTION OPERATIONS 
Location - Constantia Kloof, Roodepoort, Gauteng

Portfolio Exposure - Corporate, Municipal and Treasury Books
Reporting To - Operations Manager / Designated Supervisor

POSITION INFO:
1. Position Purpose
Our client is seeking a reliable, detail-oriented and results-driven Call Centre Tracer to support debt collection operations.
The successful candidate will trace and verify debtor information across corporate, municipal and Treasury-related debt portfolios. The role is strictly focused on tracing using authorised CPB systems and manual investigative methods; it
does not include direct debt collection, payment negotiations or account management.

2. Key Responsibilities

• Conduct debtor tracing using authorised CPB systems and available tracing tools.
• Perform manual tracing and investigations where electronic tracing produces limited or inconclusive results.
• Identify and verify debtor contact information, including telephone numbers, physical addresses and other relevant details.
• Work across corporate, municipal and Treasury-related debt books as allocated.
• Record tracing outcomes accurately and maintain updated tracing registers.
• Distinguish between successfully traced, unsuccessfully traced and outstanding accounts.
• Escalate incomplete, conflicting or unverified information to the relevant supervisor.
• Maintain confidentiality and comply with applicable information-protection requirements.
• Meet agreed productivity and accuracy targets.

• Previous experience in debtor tracing, debt collection support or a similar administrative investigation role is advantageous.
• Experience using CPB or comparable tracing systems will be beneficial.
• Basic computer literacy and proficiency in capturing and updating information.
• Good attention to detail and the ability to follow structured processes.
• Strong organisational skills and the ability to manage allocated tracing volumes.
• Professional conduct when handling confidential information.

• Direct debt collection or payment demands.
• Negotiating payment arrangements.
• Processing payments or managing debtor accounts.
• Issuing legal notices or performing legal functions.
• Sales, marketing or unrelated call centre duties.

• Number of accounts traced per day.
• Successful tracing rate.
• Accuracy and completeness of information captured.
• Quality of manual investigations.
• Timely completion of allocated work.
• Compliance with internal procedures and confidentiality requirements.