Empathetic Collections Advisor — FinServ

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

Job summary

A financial services company in South Africa is seeking experienced customer advisors. The ideal candidate should have over 2 years of experience in collections, strong communication skills, and a passion for delivering excellent customer service. Responsibilities include supporting customers primarily via phone and email, addressing queries with empathy, and ensuring compliance with regulations. This role requires a Grade 12 qualification and familiarity with financial services principles.

Qualifications

• 2+ years experience in Collections (preferably financial services/fintech).
• Strong communication and listening skills.
• Knowledge of FCA, PRA, Consumer Duty, and Treating Customers Fairly principles.

Responsibilities

• Be the first point of support for customers via phone, email, and letter.
• Handle payment queries with empathy and professionalism.
• Take full ownership of calls, resolving issues and delivering excellent service.
• Assist vulnerable customers with tailored solutions.
• Make outbound calls and emails to resolve missed payments.
• Ensure compliance with financial regulations and company policies.

Skills

Excellent verbal and written communication

Customer-centric mindset

Confidence in decision-making under pressure

Ability to work independently and as part of a team

Passion for delivering first-class customer service

Education

Grade 12 or equivalent qualification

Tools

MS Word

Excel

Job description

A financial services company in South Africa is seeking experienced customer advisors. The ideal candidate should have over 2 years of experience in collections, strong communication skills, and a passion for delivering excellent customer service. Responsibilities include supporting customers primarily via phone and email, addressing queries with empathy, and ensuring compliance with regulations. This role requires a Grade 12 qualification and familiarity with financial services principles.