Inbound Collections Agent

Tenacity Financial Services; Cape Town; On-site; ZAR 180,000 - 240,000; Full time

Job summary

Tenacity Financial Services is seeking a dedicated debt collection specialist in Cape Town. The role covers inbound and outbound calls, educating customers on payment options, and obtaining commitments to pay. You will work to achieve daily collection targets, resolve disputes, and maintain accurate account notes.

Responsibilities include handling emails, SMS/WhatsApp engagement, and following escalation procedures when needed, all while adhering to POPIA, NCA, and internal policies.

Qualifications

• Experience in customer-facing roles is beneficial.
• Ability to meet daily collection targets.
• Strong written and verbal communication skills.

Responsibilities

• Handle inbound and outbound calls within legal guidelines.
• Obtain promises to pay and set up arrangements.
• Educate customers on consequences of non-payment and benefits of resolving debt.
• Strive for First Call Resolution and high customer satisfaction.
• Update records with accurate notes and monitor payment commitments.
• Ensure compliance with POPIA, NCA, and internal policies.
• Respond to emails and messages regarding balances, disputes, and settlements.

Skills

Customer service

Empathy

Communication skills

Problem solving

Tools

CRM software

Job description

Inbound and Outbound SLA and work queues

• Dealing with both inbound and outbound calls within the guidelines of the set legal framework
• Obtain “promise to pay” from customers
• Resolve All customer related matters in a Professional, polite and timeous manner
• Achieve daily collections targets and monthly KPA targets

Customer Service

Handling Incoming Calls & Customer Engagement

• Maintain a professional and empathetic tone.
• Educate customers on the consequences of non-payment and benefits of resolving debt.
• To always achieve customer satisfaction through First Call Resolution
• To action customer instructions in an efficient and timeous manner
• Respond to customer inquiries related to overdue accounts.
• Provide account information, payment options, and resolve disputes
• To advise customers on product, legislative and account related queries
• To action administrative requirements related to customer account management.

Debt Recovery/ Collection

• To rehabilitate accounts in an efficient and professional manner
• Persuade customers to make payments or set up payment arrangements.
• Negotiate payment terms within company guidelines.

Account Management

• Update customer records with accurate notes after each interaction.
• Monitor payment commitments and follow up as needed.

Compliance & Quality

• Adhere to legal and regulatory requirements (e.g., POPIA, NCA).
• Follow internal policies and scripts to ensure consistency and compliance.

Query Management and resolution

• Resolve customer queries in a timeous manner
• Follow proper escalation process where unable to resolve the query

Email Support

Customer Communication

• Respond to inbound emails regarding:
• Account balances and payment history.
• Payment arrangements or settlement offers.
• Disputes or queries about charges.

Customer Communication

• Respond to inbound emails regarding:
• Account balances and payment history.
• Payment arrangements or settlement offers.
• Disputes or queries about charges.
• Maintain a professional, empathetic, and solution-oriented tone.

Payment Follow-ups

• Send reminders for missed payments or upcoming due dates.
• Confirm receipt of payments and provide reference numbers or receipts.
• Escalate non-responsive accounts to outbound or legal teams if necessary.

Documentation Handling

• Receive and process documents such as:
• Proof of payment.
• ID copies or signed arrangements.
• Income affidavits or financial statements (if applicable).
• Ensure documents are correctly filed and linked to the customer account.

System Updates

• Log all email interactions in the CRM or collections system.
• Tag emails appropriately (e.g., “Promise to Pay”, “Dispute”, “Settlement Request”).
• Update customer contact details if changes are received via email.

Compliance & Quality Assurance

• Ensure all email responses comply with POPIA, NCA, and internal policies.
• Use approved templates where applicable.
• Maintain audit trails for all email communications.

Multimedia and Administrative functions

Email Handling

• Respond to customer queries regarding account balances, payment arrangements, or disputes.
• Send payment confirmations, reminders, and follow-ups.

SMS & WhatsApp Engagement

• Use templated or personalized messages to prompt payments or confirm arrangements.
• Handle inbound messages with quick turnaround and accurate information.

Chat Support (if applicable)

• Provide real-time assistance via web chat or app-based platforms.
• Escalate complex queries to the appropriate team.

• System Logging

• Accurately log multimedia interactions in CRM or collections platforms.
• Tag and categorize interactions for reporting and compliance.

Quality Assurance

• Maintain high Quality Standards as prescribed and enforced by the Company
• Achieve and exceed company Quality Standard Expectations
• Adhere to all company Policies and Legislative requirements

Adherence

• Adhere to workforce schedule i.e. lunch and body breaks
• Adhere to all Company Policies and Procedures i.e. Absence Management, House Rules, Disciplinary Policy as set out by the business