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Permanent - Collection Agent - Johannesburg South - South Africa

Job Number: 74876

Collection Agent
Ms Office
Retail - Wholesale
Johannesburg South

Position Summary

  • Recovering all Layby and Instalment Sale instalments, as well as loan repayments from company clients, constant follow up of non-performing accounts through phone calls and taking necessary measures to maintain collection efficiency and good customer service.    


Essential Duties and Responsibilities

  • Contacting debtors via telephone, email, and written correspondence to negotiate payment terms and arrangements.
  • Maintaining accurate and detailed records of all communication with debtors.
  • To collect accounts in arrears and submit reports on a weekly and monthly basis through phone calls to clients or by mail to enable preparation of collection performance and efficiency reports.
  • To monitor all the arrears accounts to ensure performance and attain the departmental set objective on collection efficiency.
  • To monitor and collect accounts in arrears, to confirm reasons for non-performance from the clients and influence management decision making.
  • To prepare and ensure all feedback from the client is captured in the collections system for future reference and analysis reports preparation.
  • Phone calls follow-ups on client with accounts in arrears guided by the feedback provided by the client to assist in regularization of their accounts hence constantly improving the company’s NPL book.
  • Use any other methods of collection to recoup any arrears amounts.
  • Issue requested statements and settlement statements.
  • Clarify rejected loan related issues to credit department and the sales team to ensure customer satisfaction.
  • Gather intelligence information in the field through interacting with other officers and to help mitigate risk and fraud deterrence to inform management on issuance of good loans.
  • Gather market trends and intelligence on new trends and products in the market to ensure business continuity.
  • To work within the set collection processes and policies and continually identify areas that require improvement to ensure attainment of departmental set objectives in performance and customer satisfaction

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Education & Experience Requirements

  • Matric Certificate (minimum requirement)
  • Diploma or Equivalent in Business or a related field (advantage).
  • Two (2) years' relevant working experience in a similar role in a arrears / debt service or environment.


Technical Competencies

  • Proficiency in MS packages
  • Knowledge of the company products
  • Report writing
  • Knowledge of professional standards.
  • Proficient in English, both written and spoken


Behavioural Competencies

  • Communication skills
  • Customer service skills
  • Telephone etiquette
  • Negotiation skills
  • Ability to multi-task
  • Teamwork
  • Ability to work under pressure with minimum supervision
  • Time management.

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