Collections Specialist – AI-Powered Customer Care

8201 Genpact South Africa (Pty) Ltd; Randburg; Presencial; ZAR 300 000 - 420 000; Tempo integral

Resumo da oferta

Genpact in South Africa is seeking a Sr. Associate - Customer Care - Collections to contact customers with overdue accounts, negotiate settlements, and ensure timely cash inflows in a fast-paced, AI-driven environment.

You will coordinate with Credit Management, Sales, and Supply Chain to resolve cases, maintain meticulous records, and drive KPI targets while adhering to policies and regulatory requirements.

Qualificações

• Bachelors - Business Administration
• Bachelors - Communication
• Bachelors - Hospitality Management
• Bachelors - Information Technology
• Bachelors - Marketing
• Certifications Certified Data Processor (CDP) - LinkedIn Learning LinkedIn Learning
• Professional Customer Service - SMG/KRC Poland Human Resources

Responsabilidades

• Reach out to customers with overdue accounts using phone, email, and letters to initiate collections.
• Negotiate repayment terms and settlements in accordance with company policies.
• Monitor accounts for overdue payments, delayed settlements, credit irregularities, or unapplied items.
• Reconcile account balances with customers and address unapplied credits.
• Maintain detailed and accurate records of all customer communication and payment commitments.
• Log outcomes of collection efforts and follow-ups in CRM or collections systems.
• Prepare and submit regular collection activity reports for management review.
• Investigate and resolve customer complaints or disputes related to billing or payments.
• Escalate unresolved or complex cases to senior staff or legal teams as needed.
• Work closely with departments like Credit Management, Sales, Supply Chain, Cash Application, and others to resolve outstanding issues.
• Provide necessary documentation to support third‑party collections or bankruptcy cases.
• Consistently meet or exceed daily, weekly, and monthly collection targets and KPIs.
• Ensure timely cash inflow within agreed payment terms and SLAs.
• Follow all applicable legal and regulatory requirements related to debt collection.
• Adhere to company policies, SOPs, and standard quality benchmarks.

Conhecimentos

Account Maintenance

Banking Capital Markets

Cash Application

Credit Underwriting

Loan Servicing

Personal BankingRetail Banking

Wealth Management

Language English (Required)

Language Proficiency - Upper Interim -

Formação académica

Bachelors - Business Administration

Bachelors - Communication

Bachelors - Hospitality Management

Bachelors - Information Technology

Bachelors - Marketing

Certifications Certified Data Processor (CDP) - LinkedIn Learning

Professional Customer Service - SMG/KRC Poland Human Resources

Descrição da oferta de emprego

Genpact in South Africa is seeking a Sr. Associate - Customer Care - Collections to contact customers with overdue accounts, negotiate settlements, and ensure timely cash inflows in a fast-paced, AI-driven environment.

You will coordinate with Credit Management, Sales, and Supply Chain to resolve cases, maintain meticulous records, and drive KPI targets while adhering to policies and regulatory requirements.