Job Description

Pepkor Vacancies – Collection agent

Collection Agent

Company: Pepkor Vacancies

About the Role:
Pepkor is seeking a motivated Collection Agent to manage delinquent accounts and support the company’s collections objectives. The role involves contacting customers telephonically, negotiating payments, and providing excellent customer service within a structured call centre environment.

Key Responsibilities:

Inbound and Outbound Collections:

• Handle inbound and outbound calls in compliance with legal and company guidelines.
• Trace and follow up with uncontactable customers.
• Achieve daily collections targets and monthly Key Performance Area (KPA) goals.

Payment Negotiation:

• Negotiate payments with customers according to call scripts and dialler timeframes.
• Advise customers on their arrear status and arrange suitable payment plans.
• Educate and rehabilitate customers on their payment profiles to prevent account rollovers and reduce outstanding balances.

Customer Service:

• Provide professional, polite, and efficient service at all times.
• Respond to product, legislative, and account-related queries.
• Execute customer instructions accurately and promptly.
• Complete administrative tasks related to customer account management.

Adherence and Compliance:

• Follow workforce schedules including breaks and shifts.
• Adhere to all company policies, including Absence Management, House Rules, and Disciplinary Policies.

Qualifications & Experience:

• Grade 12.
• Minimum of 18 months’ experience in collections within a call centre environment.

Skills & Competencies:

• Proficient in account management and debtor systems.
• Excellent verbal and written communication skills.
• Strong problem-solving and negotiation abilities.
• Understanding of retail credit account management.
• Ability to perform effectively in a competitive and dynamic environment.

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