Collections Advisors (USA)

CXP are now part of the Huntswood Group; Durban; On-site; ZAR 200,000 - 300,000; Full time

Job summary

A leading customer service firm in Durban is seeking an Inbound Collections Clerk. In this role, you will manage calls related to past-due accounts for U.S. clients, requiring excellent communication skills and knowledge of the Fair Debt Collection Practices Act. Candidates should have a customer-first mindset and experience in U.S. collections. This position works normal USA hours and emphasizes teamwork and compliance.

Qualifications

• 1+ years in a U.S. collections environment required.
• Proficient in handling difficult conversations.
• Familiarity with U.S. regulatory bodies and FDCPA compliance.

Responsibilities

• Handle inbound calls regarding overdue accounts.
• Educate customers on contract terms and ownership details.
• Ensure compliance with FDCPA and internal policies.

Skills

Effective communication and listening skills

Ability to remain calm under pressure

Strong problem-solving and decision-making abilities

Education

Grade 12 or equivalent qualification

Tools

MS Word

Excel

Job description

Overview

Are you passionate about customer service and compliance? We’re looking for a skilled Inbound Collections Clerk to manage incoming calls related to past-due mortgage or maintenance accounts for our U.S.-based clients. This role requires a strong understanding of the Fair Debt Collection Practices Act (FDCPA), excellent communication skills, and a customer-first mindset. If you thrive in a fast-paced, high-impact environment and are ready to make a difference, this is your chance to shine.

Responsibilities

• Handle inbound calls regarding overdue accounts with professionalism and empathy
• Educate customers on contract terms and ownership details
• Ensure all collection activities comply with FDCPA and internal policies
• Meet performance targets including call volume, contact rates, and resolution metrics
• Maintain accurate documentation of all account interactions
• Initiate skip tracing when necessary
• Support the broader collections team with daily tasks and goals
• Complete all required training and compliance certifications
• Perform additional duties as assigned by management

Minimum Requirements

• Education: Grade 12 or equivalent qualification
• Experience: 1+ years in a U.S. collections environment
• Work USA hours on rational basis
• Strong customer service orientation with a commitment to fair outcomes
• Empathetic and confident in handling difficult conversations
• Team player with a proactive and goal-driven mindset
• Proficient in MS Word and Excel
• Organized with exceptional attention to detail
• Familiarity with U.S. regulatory bodies and FDCPA compliance

Required Skills

• Effective communication and listening skills
• Ability to remain calm under pressure
• Strong problem-solving and decision-making abilities
• Excellent knowledge retention and recall
• Collaborative and supportive team spirit

Core Behavior

Huntswood’s employees are described as dependable, driven and collaborative. The job holder should align to our 6 Fundamental Values:

• Bring Your “A” Game
• Strive For Greater
• Enable and empower all employees
• Do the right thing
• Own it
• Deliver unbelievable service

"It\'s not just about what we do, but the way we do it. And it\'s our values that make us special."

NB: All appointments are subject to the positive outcome of pre-employment verification checks.