Collections Analyst

Lulalend; Cape Town; On-site; ZAR 240,000 - 360,000; Full time

Job summary

Lulalend is seeking a Collections Analyst to drive the company’s financial health by balancing assertive debt recovery with strong relationship management. You will handle disputes, negotiate repayments, and ensure compliance with debt collection regulations.

You will manage arrears, liaise with clients, follow workflows, and support legal actions when required, while maintaining precise records and performance reporting.

Qualifications

• Matric certificate or equivalent required.
• Diploma/Degree in a financial related field would be highly advantageous.
• Minimum of 2 years’ collections experience or financial administrative experience.
• Demonstrated excellent customer service.
• Strong numerical ability.
• Ability to thrive in a dynamic environment with many moving parts.
• Strong communication and people skills.

Responsibilities

• Arrears management: Recover outstanding payments through professional negotiation across early- and late-stage delinquency cycles.
• Client liaison: Resolve billing disputes and queries while maintaining professional relationships.
• Process execution: Follow established collections workflows and compliance standards (Debt Collection Act, POPIA).
• Legal & compliance: Issue letters and notices; initiate legal proceedings when necessary.
• Operational support: Conduct skip-tracing and manage tickets in Zendesk.
• Documentation & reporting: Maintain accurate electronic records and daily performance reporting.

Skills

Negotiation skills

Customer service

Communication skills

Numerical ability

Team player

Self-starter

Empathy

Conflict resolution

Education

Matric certificate

Diploma/Degree in finance

Tools

Zendesk

Job description

As a Collections Analyst, you will be a key driver of our company’s financial health. We’re looking for a tenacious, detail-oriented professional who can balance assertive debt recovery with exceptional relationship management. You will navigate complex billing disputes, negotiate repayment strategies, and ensure full compliance with debt collection regulations.

Key Responsibilities

• Arrears Management: Recover outstanding payments through professional negotiation across both early-stage (reminders and proactive outreach) and late-stage (intensive recovery and legal escalation) delinquency cycles.
• Client Liaison: Resolve billing disputes and queries efficiently, maintaining a client-centric approach and high level of professionalism to preserve long-term business relationships.
• Process Execution: Follow established collections workflows/process and compliance standards (Debt Collection Act, POPIA), while suggesting strategic improvements.
• Legal & Compliance: Issue Letters of Demand, Listing Notifications, and Adverse Listing notices; initiate legal proceedings when necessary.
• Operational Support: Conduct skip-tracing to locate overdue accounts and manage ticket allocation via Zendesk.
• Documentation & Reporting: Maintain precise electronic records of all communications and daily performance reporting when required.

THE SKILLS AND EXPERIENCE WE’R LOOKING FOR

• Matric certificate or equivalent
• Diploma/Degree in a financial related field would be highly advantageous
• Previous collections experience (Minimum of 2 years) or alternatively financial administrative experience
• A track record of providing excellent customer service
• Strong numerical ability
• Ability to thrive in an ever-changing environment with lots of moving parts
• Strong communication and people skills

THE COMPETENCIES WE’R AFTER

• Strong customer focus
• Self-starter and initiative-taker
• Enthusiastic team-player
• Willingness to learn in a dynamic and fast moving company
• Positive contribution to the Collections team and Lulalend
• Out-of-box thinking and solutions driven
• Great negotiation skills
• Empathetic yet logical approach
• Ability to resolve conflict in a constructive manner