Collections Agent (BPO Call Center)

Full time @Amplify5 posted 21 hours ago in Call Centre

35 Lower Long Street Cape Town City Centre, 8001 View on Map
Post Date : September 15, 2026
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Job Detail

Job ID 197694
Offered Salary 0
Career Level Senior-level
Experience 3 Years
Gender Both
Industry Call Centre
Qualifications Matric Certificate

Job Description

We are seeking an experienced Senior Collections Executive (Tier 3) to join our high-performing collections team. This role is ideal for a collections professional with proven success in managing complex, late-stage arrears cases across UK BPO banking, environments.

You will engage with customers experiencing financial difficulty, assess affordability, negotiate sustainable repayment solutions, and deliver positive customer outcomes while ensuring full compliance with regulatory requirements. The successful candidate will demonstrate advanced negotiation skills, strong regulatory awareness, and the ability to manage challenging customer situations with empathy and professionalism.

Key Responsibilities

Manage complex and late-stage collections accounts.
Make and receive calls relating to overdue accounts and arrears management.
Conduct detailed affordability assessments through income and expenditure analysis.
Identify financial hardship and provide appropriate support options.
Negotiate realistic and sustainable repayment arrangements.
Handle vulnerable and financially distressed customers with empathy and professionalism.
Explain account balances, arrears positions, and payment obligations clearly.
Resolve inbound customer queries related to accounts, payments, and collections.
Apply collections policies, procedures, and regulatory requirements consistently.
Ensure customers are treated fairly while balancing business objectives and debt recovery outcomes.
Maintain accurate customer records and case notes across multiple systems.
Work collaboratively with internal stakeholders to resolve complex cases.
Contribute to process improvements and best-practice initiatives within the collections function.