Senior Associate, AI-Driven Collections

Genpact South Africa (Pty) Ltd; Johannesburg; On-site; ZAR 240,000 - 360,000; Full time

Job summary

Genpact South Africa (Pty) Ltd is seeking a Sr. Associate - Customer Care - Collections to manage overdue accounts, negotiate settlements, and ensure timely cash inflows. The role involves collaborating with Credit, Sales, and Operations to resolve disputes and maintain accurate records in CRM systems.

The ideal candidate will handle daily targets, document outcomes, and contribute to process adherence while upholding regulatory guidelines in a fast-paced, office-based environment.

Qualifications

• Bachelor's degree in business or related fields, as listed in qualifications.
• Experience in debt collection, account reconciliation, and cash posting is preferred.
• Proficiency in English with clear communication and documentation skills.

Responsibilities

• Reach out to customers with overdue accounts via phone, email, and letters to initiate collections.
• Negotiate repayment terms and settlements per policy while maintaining professionalism.
• Monitor accounts for delays, reconciliations, and unapplied payments; update CRM records.
• Log collection outcomes and prepare regular activity reports for management.
• Investigate disputes related to billing and escalate complex cases as needed.
• Collaborate with Credit, Sales, Supply Chain, and Cash Applications to resolve issues.
• Meet or exceed daily, weekly, and monthly collection KPIs and SLAs.

Skills

Account maintenance

Banking capital markets

Cash application

Credit underwriting

Loan servicing

Personal banking

Retail banking

Wealth management

Education

Bachelor's degree - Business Administration

Bachelor's degree - Communication

Bachelor's degree - Hospitality Management

Bachelor's degree - Information Technology

Bachelor's degree - Marketing

Job description

Genpact South Africa (Pty) Ltd is seeking a Sr. Associate - Customer Care - Collections to manage overdue accounts, negotiate settlements, and ensure timely cash inflows. The role involves collaborating with Credit, Sales, and Operations to resolve disputes and maintain accurate records in CRM systems.

The ideal candidate will handle daily targets, document outcomes, and contribute to process adherence while upholding regulatory guidelines in a fast-paced, office-based environment.