Collections Agent

SUMMARY:
The Collections Agent is responsible for managing the recovery of overdue accounts, engaging directly with customers across multiple communication channels to negotiate payment and resolve outstanding balances. Reporting to the Collections team leads, the incumbent plays a key role in protecting cash flow and minimising bad debt while maintaining professional, respectful customer relationships. This role requires resilience, sound judgement, and a results-driven approach to meet recovery targets within a fast-paced education business.
This is a great opportunity for an experienced collections professional to contribute to a dynamic finance team and grow within a leading education group.

POSITION INFO:
Responsibilities
Customer Engagement & Communication
- Contact customers by phone, email, WhatsApp, and SMS regarding overdue accounts.
- Maintain professional, respectful, and empathetic communication at all times.
- Handle difficult conversations calmly and de-escalate disputes constructively.
- Resolve billing disputes and respond to customer queries promptly.
Collections & Recovery
- Negotiate payment arrangements and structured repayment plans with customers.
- Follow up consistently on unpaid invoices and missed payments.
- Meet individual and team collection targets and recovery goals.
- Escalate complex or high-risk cases to the Collections Manager or legal as required.
- Identify accounts at risk of default and recommend appropriate action.
Administration & Record-Keeping
- Update customer payment records and account notes accurately in the CRM.
- Maintain detailed records of all customer interactions and payment commitments.
- Ensure compliance with applicable debt collection laws and internal procedures.
- Performance & Targets
- Achieve targeted recovery percentages and amount-collected goals.
- Maintain call quality, productivity, and adherence to daily activity standards.
- Drive successful payment arrangements and ongoing customer compliance.
- Stakeholder Engagement
- Liaise with internal stakeholders including finance, sales, and student services to resolve account issues.
- Provide regular feedback to the Collections Manager on customer trends and recovery progress.
- Support ad hoc collections reporting and analysis as required.
 
Candidate requirements
- Qualifications
- Grade 12 / Matric (required).
- Credit Management or Debt Collection certification advantageous.
- Knowledge of debt collection laws and procedures advantageous.
- Experience
- Minimum of 4 years debt collection experience (required).
- Proven track record of meeting collection and recovery targets.
- Previous call centre or contact centre experience essential.
- Experience handling billing disputes and customer queries to resolution.
- Technical Skills
- Proficiency in CRM systems and payment tracking software.
- Working knowledge of Microsoft Excel and email systems.
- Understanding of South African debt collection legislation (NCA, POPIA) advantageous.
 
Additional Requirements / Personal Attributes
- Strong communication and negotiation skills.
- Resilience and the ability to handle difficult conversations calmly.
- High attention to detail and accuracy in data capture.
- Excellent time management and the ability to prioritise high volumes of accounts.
- Customer-focused approach balanced with firm commercial judgement.
- Proactive problem-solver with a target-driven mindset.
- Professional discretion when handling sensitive customer and financial information.