Sr. Associate - Customer Care - Collections 5B

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

Sr. Associate - Customer Care - CollectionsReady to turn bold ideas into real-world impact? At Genpact, we don’t just adapt to change, we lead it. AI and digital innovation are transforming the way businesses work, and we’re at the forefront of it. Genpact’s AI Gigafactory, our industry-first accelerator, exemplifies how we scale advanced technology solutions to help global enterprises work smarter, grow faster, and transform at scale. Whether tackling complex challenges through large-scale models or agentic AI, our breakthrough solutions tackle companies’ most complex challenges.If you thrive in a fast-moving, innovation-driven environment, love building and deploying cutting-edge AI solutions, and want to push the boundaries of what’s possible, this is your moment.Genpact (NYSE: G) is an agentic and advanced technology solutions company. We leverage process intelligence and artificial intelligence to deliver measurable outcomes. With a strong partner ecosystem and decades of client trust, we provide innovative solutions that transform how businesses run. Powered by a team with an active learning mindset and client centricity at its core, we deliver lasting value for the world’s leading enterprises. Get to know us at genpact.com and on LinkedIn, YouTube, X, and Facebook.Job DescriptionDebt Collection & Communication • 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. 2. Account Monitoring & Reconciliation • Monitor accounts for overdue payments, delayed settlements, credit irregularities, or unapplied items. • Reconcile account balances with customers and address unapplied credits. 3. Record-Keeping & Reporting • 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. 4. Dispute Resolution & Escalation • 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. 5. Cross-Functional Collaboration • 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. 6. Performance & Target Achievement • Consistently meet or exceed daily, weekly, and monthly collection targets and KPIs. • Ensure timely cash inflow within agreed payment terms and SLAs. 7. Compliance & Process Adherence • Follow all applicable legal and regulatory requirements related to debt collection. • Adhere to company policies, SOPs, and standard quality benchmarks.QualificationsBachelors - Business Administration, Bachelors - Communication, Bachelors - Hospitality Management, Bachelors - Information Technology, Bachelors - MarketingCertificationsCertified Data Processor (CDP) - LinkedIn LearningLinkedIn Learning, Professional Customer Service - SMG/KRC Poland Human ResourcesSMG/KRC Poland Human ResourcesRequired SkillsAccount Maintenance, Banking Capital Markets, Cash Application, Credit Underwriting, Loan Servicing, Personal Banking, Retail Banking, Wealth ManagementLanguageEnglish (Required)Language Proficiency -Upper Intermediate - B2Additional Job Location -Job TypeRegularMaster Skill List -Customer Care - CollectionsRemote Type -OfficeWork Shift -Standard (South Africa)Why join Genpact?• Lead AI-powered transformation – Drive innovation and solve real-world business challenges that matter• Make an impact – Help global enterprises solve business challenges that matter• Accelerate your career – Gain hands-on experience, mentorship, and world-class learning opportunities to stay ahead• Work with the best – Join 140,000+ bold thinkers and problem-solvers who push boundaries every day• Thrive in a values-driven culture – Our courage, curiosity, and incisiveness - built on a foundation of integrity and inclusion - allow your ideas to fuel progressCome join the 140,000+ coders, tech shapers, and growth makers at Genpact and take your career in the only direction that matters: Up.Let’s build tomorrow together.Genpact is an Equal Opportunity Employer and considers applicants for all positions without regard to race, color, religion or belief, sex, age, national origin, citizenship status, marital status, military/veteran status, genetic information, sexual orientation, gender identity, physical or mental disability or any other characteristic protected by applicable laws. Genpact is committed to creating a dynamic work environment that values respect and integrity, customer focus, and innovation.Furthermore, please do note that Genpact does not charge fees to process job applications and applicants are not required to pay to participate in our hiring process in any other way. Examples of such scams include purchasing a 'starter kit,' paying to apply, or purchasing equipment or training.Please be informed the proof of education (including educational certificates) may be requested during the recruitment process. Please note that Genpact does not impose any CV format nor do we require you to enclose a photograph to your CV as part of the application process.Kindly please see our Privacy Notice for Employment Candidates: https://www.genpact.com/privacy/notice-for-employment-candidates