Debt Collector at iStore

Job Description

• We are looking for an experienced Debt Collector to join our Finance/Credit team and take ownership of the recovery of outstanding customer debt.
• The primary purpose of the role is to proactively engage with customers with delinquent accounts, secure payment, negotiate realistic payment arrangements and settlements, and contribute directly to improved cash flow.
• If you are target-driven, commercially minded, resilient and confident dealing with challenging customer conversations, this could be the opportunity for you.

WHAT YOU'LL DO

Debt Collection & Recovery

• Manage a portfolio of overdue customer accounts.
• Proactively contact customers with outstanding balances.
• Make outbound collection calls and follow up on overdue accounts.

Contact customers via:

• Telephone
• Email
• Written correspondence
• Clearly communicate outstanding balances and payment requirements.
• Establish reasons for non-payment.
• Assess customers' financial circumstances.
• Negotiate realistic repayment arrangements.
• Negotiate one-off settlements and partial payment agreements.
• Balance customer affordability with the company's recovery objectives.
• Follow up on agreed payment dates and commitments.
• Monitor active payment plans.
• Re-negotiate arrangements where customers default.
• Process and accurately record payments received.
• Maximise the recovery of delinquent funds and contribute to improved cash flow.

Account Management

• Monitor debtor balances.
• Monitor adherence to approved credit limits.
• Review accounts regularly to identify overdue balances.
• Maintain accurate account information.
• Ensure all collection activity is properly documented.
• Investigate account discrepancies.
• Resolve invoice and payment queries.
• Work with internal departments to resolve billing issues.
• Maintain accurate records of customer commitments and payment arrangements.

High-Volume Collections

• Maintain a consistently high level of collection activity.
• Conduct approximately 50 outbound calls per day.
• Prioritise calls according to the age and recovery potential of accounts.
• Identify opportunities to secure payment commitments.
• Follow up on promised payments.
• Monitor whether payment commitments are fulfilled.
• Track successful connections with the actual debtor.
• Work efficiently across a high volume of delinquent accounts.
• Trace customers where contact details are no longer valid.
• Use investigative databases to identify updated contact information.
• Follow up with customers who have relocated or changed contact numbers.
• Maintain accurate customer contact information.
• Use multiple communication channels to improve collection outcomes.

Email & Collections Administration

• Manage the collections mailbox efficiently.
• Respond to customer queries timeously.
• Ensure all customer correspondence is actioned and documented.
• Submit mandates and ensure customer approval.
• Process debit order corrections.
• Verify customer payments.
• Prepare verified refund packs for double debits and refunds.
• Download and distribute monthly statements.
• Prepare manual statements when required.
• Generate manual invoices.
• Issue settlement letters.
• Issue paid-up letters.
• Track outstanding store deposits.
• Coordinate payment agreements.
• Resolve ad-hoc customer queries.

Reporting & Documentation

• Maintain detailed records of every customer interaction.
• Maintain a reliable audit trail for every account.
• Investigate billing errors and customer disputes.
• Collaborate with internal departments to resolve discrepancies.
• Prepare weekly collection reports.
• Prepare monthly aged-debt reports.
• Report on individual recovery performance.
• Ensure collection information is accurate and up to date.

Compliance & Risk

• Ensure all collection activity complies with applicable legal and ethical requirements.
• Follow approved debt-collection scripts and disclosures.
• Maintain a professional tone during all customer interactions.
• Identify vulnerable customers and escalate appropriately.
• Escalate customers undergoing insolvency or debt review where required.
• Prepare supporting documentation for legal review.
• Prepare accounts for third-party placement when standard collection efforts have been exhausted.
• Minimise the organisation's exposure to collection-related risk.

Essential Requirements

• Matric / Grade 12 or equivalent.
• Minimum 5 years' debt collection experience.
• Experience within an industry similar to Core Group.
• Proficiency in Microsoft Excel.
• Good working knowledge of Microsoft Office.
• Excellent written communication skills.
• Excellent verbal communication skills.
• Strong analytical ability.
• Strong problem-solving skills.
• High attention to detail.
• Strong organisational skills.
• Effective time-management skills.
• Ability to manage high volumes of work.
• Ability to work towards measurable collection targets.
• Ability to manage difficult customer conversations professionally.
• Ability to de-escalate tense situations.
• Ability to resolve account discrepancies and disputes constructively.

Advantageous

Diploma or Certificate in:

• Finance
• Accounting
• Credit Management