ZAF Customer Expert - Insurance 09112026

Teleperformance; Cape Town; On-site; ZAR 89,000 - 134,000; Full time

Job summary

Teleperformance in Cape Town seeks a Customer Collections Associate to handle delinquent accounts with empathy and professionalism. You will engage customers, explain options, and work within client guidelines to achieve timely repayments.

Requirements include matric or NQF Level 4 and 6–12 months in collections or customer service. Excellent verbal and written communication is essential for success in this role.

Qualifications

• Matric or NQF Level 4 qualification.
• 6–12 months collections experience preferred.
• 6–12 months customer service experience preferred.
• Superior oral and written communication, presentation, and interpersonal skills.

Responsibilities

• Negotiate and persuade customers to settle delinquent accounts.
• Understand delinquency cycles for B2C and B2B, and identify products to collect.
• Manage mid-range arrears to prevent write-offs per client strategy.
• Provide guidance to customers in financial difficulty to enable repayments.
• Support collections and customer growth by working with customers in financial hardship.
• Negotiate positive outcomes while assessing customers' ability to pay.
• Carry out ad hoc tasks and projects while maintaining compliance and quality standards.
• Build rapport on calls to understand reasons for debt delinquency.
• Follow client-specific standards and navigate multiple systems for information.
• Meet daily KPIs set by the process and client requirements.
• Demonstrate empathy and compassion while remaining confident.
• Respect Teleperformance rules, regulations, and values.

Skills

Debt collection

Customer service

Communication skills

Education

Matric or NQF Level 4

Job description

Overview

To provide a Simply Brilliant customer experience by professionally and courteously handling all customer contact in compliance with company directive. To actively promote the Teleperformance Brand by providing quality customer service at every instance, promoting products and services whilst stimulating revenue for the business

Qualifications

Education and Specific TrainingWork Experience Matric or NQF Level 4 (preferred)

Minimum 6- 12 months of experience working with a collection process – preferred

Minimum 6- 12 months of experience working with a Customer service process Superior oral and written communication, presentation, and interpersonal skills. - preferred

Responsibilities

• Negotiation & persuasion skills with ability to connect with customers.
• Understand different delinquency cycle(s) of (business to consumer/business to business) (mention products to collect from) (if needed mention consumer or corporate products) .
• Effectively manage mid-range arrears customers, preventing accounts rolling through to write-off and working in line with the company’s contact strategy.
• Provide advice, guidance, and options to customers who are in financial difficulty, which is affecting their ability to make the required repayments.
• Support the Company Collections and Customer Growth by taking ownership and working alongside the customer during their financial circumstance.
• Negotiate positive outcomes for customers while gaining a good understanding of their financial position and ability to repay.
• Carry out additional duties, including providing support on ad hoc tasks and projects as required within the business.
• Effective communicator as role will often require building rapport with consumer to understand the reason for debt delinquency.
• Follow and maintain compliance, quality assurance, and client-specific standards on all accounts handled.
• Able to work and navigate through multiple system to check and provide information related customer account.
• Meet key KPIs on day-to-day basis set up by the process based on client’s requirement.
• Able to demonstrate empathy and sympathy on the call with customer.
• Ability to be polite and compassionate without lacking confidence.
• To respect and act on Teleperformance’s rules, regulations, and values