Collections Agent

Pulse Credit Technologies T / A Randify; Gauteng; On-site; ZAR 50 000 - 200 000; Full time

Job summary

A microfinance company in Gauteng is seeking collections agents to manage loan repayments and overdue accounts. The role involves contacting customers through various platforms to arrange repayments and educate them on their obligations, ensuring compliance with the National Credit Act. Successful candidates will have strong negotiation and communication skills, with a focus on performance and customer service. This position offers a basic salary of R7, and performance-based commission based on collection targets.

Qualifications

• Experience in collections, debt recovery, or call centre environment.
• Ability to handle customer disputes effectively.
• Persistent and resilient under pressure.

Responsibilities

• Negotiate repayment arrangements with overdue accounts.
• Provide professional and empathetic communication to customers.
• Adhere to company policies and regulatory requirements.

Skills

Negotiation skills

Conflict resolution

Verbal communication

Active listening

Computer literacy

Target-driven mindset

Attention to detail

Education

Matric / Grade 12

Tools

Collections systems

Job description

Introduction

Our company, a microfinance online loans company is currently hiring collections agents.

The collections agents will be responsible for managing loan repayments, overdue customer accounts and ensuring the efficient recovery of loans.

The role involves contacting customers via phone, SMS, email, and other platforms to arrange repayments, negotiate settlements, and educate customers on their obligations while maintaining compliance with the National Credit Act (NCA) and company policies.

The collections agent plays a critical role in protecting portfolio quality and supporting customers to rehabilitate their accounts.

Duties & Responsibilities

• Collections & Recovery: Make outbound calls to customers with overdue accounts to negotiate repayment arrangements.
• Handle inbound calls from customers regarding arrears, repayment options, and account queries.
• Send SMS, email, and system-generated reminders to clients whose loans are and follow up on missed payments.
• Work with customers to set up payment arrangements (e.g., DebiCheck mandates, promises-to-pay).
• Escalate unresponsive or high-risk accounts to the legal or external collections process.
• Customer Engagement: Provide professional, empathetic, and solutions-focused communication. Explain repayment obligations, fees, and consequences of non-payment clearly. Assist customers in resolving disputes or issues preventing repayment. Educate customers on maintaining good credit health and avoiding arrears.
• Compliance & Process Adherence: Adhere to all company policies, collections scripts, and regulatory requirements (NCA, debt collection laws). Record all interactions accurately in the collections/CRM system. Maintain confidentiality and data protection when handling customer information. Identify and flag potential fraud or suspicious activity.
• Performance & Reporting: Achieve daily, weekly, and monthly recovery targets. Track promises-to-pay (PTP) and ensure follow-through. Report on collection activity, repayment trends, and challenges to team leaders.

Desired Experience & Qualification

Qualifications & Skills

• Matric / Grade: Years' experience in collections, debt recovery, or call centre environment.
• Strong negotiation and conflict resolution skills.
• Clear verbal communication and active listening skills.
• Ability to work in a target-driven environment.
• Computer literacy and experience with collections systems.
• Persistent and resilient under pressure. Professional and empathetic in dealing with customers.
• Results-oriented and self-motivated. High attention to detail and accuracy in record-keeping.

Package & Remuneration

Remuneration: Basic salary – R7, Performance-based commission tied to collection targets.