Employer: Leading Financial / Collections Enterprise
Industry: Debt Recovery, Financial Services & Customer Operations
Location: Western Cape, South Africa
Position Type: Full-Time Permanent
Experience Level: Entry-Level to Mid-Level (Matric Required)
Compensation: Market-Related Base Salary + Performance-Based Incentives
Posted Date: October 2026
Closing Date: 30 November 2026
About the Role & Opportunity
A prominent financial and customer operations enterprise in the Western Cape is seeking a dynamic, target-driven Contact Centre Agent specializing in Collections.
This role focuses on proactive telephonic debt recovery, negotiating flexible payment arrangements, capturing customer data accurately, and delivering exceptional customer service while maintaining strict compliance with departmental SLAs and regulatory frameworks.
Key Responsibilities & Daily Operations
The Contact Centre Agent will manage six primary operational deliverables:
1. Telephonic Debt Recovery & Liaison
- Customer Engagement: Conduct outbound and inbound telephonic liaison with customers regarding outstanding debt balances and overdue accounts.
- Negotiation: Negotiate mutually beneficial payment arrangements, settlements, and debit-order commitments aligned with client financial capabilities.
2. Data Capture & Account Maintenance
- Record Updates: Accurately update and capture customer contact details, banking information, and payment pledges in real-time during live calls.
3. Target Achievement & SLA Compliance
- Performance Metrics: Consistently achieve daily and monthly collection targets, conversion rates, and call quality KPIs.
- Process Adherence: Adhere strictly to internal collection processes, compliance guidelines, and department service levels.
Candidate Profile & Minimum Entry Requirements
To qualify for consideration for this role, applicants must meet the following mandatory criteria:
- Educational Qualifications:
- Completed Grade 12 / Matric Certificate (Mandatory).
- Core Skills & Experience:
- Passionate about people with a strong customer-centric approach.
- Target-driven, resilience-focused, and comfortable working in a fast-paced environment.
- Excellent verbal and written communication skills in English (additional official South African languages advantageous).
- Strong organizational, planning, and multi-tasking capabilities with high attention to detail.
- Ability to work independently, take initiative, and make sound, timely decisions.
- Employment Equity Mandate:
- Preference will be given, but not limited to, candidates from designated groups in terms of the Employment Equity Act.
Position Benefits
- Performance Incentives: Earn lucrative commission and bonuses based on collection targets achieved.
- Career Growth: Opportunities for advancement into senior collections, team leading, or quality assurance roles.
- Supportive Environment: Comprehensive onboarding, systems training, and team mentorship.
Career Advice for Applicants
- Highlight Negotiation & Call Centre Experience: Feature any prior customer service, inbound/outbound calling, or debt recovery experience prominently on page 1 of your CV.
- Emphasize Target-Driven Results: Quantify your past achievements (e.g., meeting collection targets or customer satisfaction scores) where possible.
- Tailor Your Application: Ensure your Matric certificate and updated CV are ready for rapid upload through the official application portal.
Sample Selection & Interview Questions
Collections & Customer Resilience
- Question (Handling Resistance): “How do you handle a customer who is defensive or claims they cannot afford to make any payment towards their outstanding debt?”
- Question (Target Pressure): “How do you manage your daily call volume and maintain a positive customer experience when working under strict monthly collection targets?”
How to Apply
Apply online directly via the official careers portal:
- Employer: Financial Services / Collections Enterprise
- Location: Western Cape, South Africa
- Position: Contact Centre Agent: Collections