Call Centre Agent – ABSA Legal Collections (Commercial Asset Finance & SME Portfolios)

Minimum Requirements

• Grade 12 / Matric (essential)
• Minimum 5 years' experience in legal debt collections on similar portfolios
• Experience collecting on ABSA legal portfolios will be highly advantageous
• Working knowledge of Excalibur 4 will be advantageous
• Clear criminal and credit record
• Good computer literacy (Microsoft Office and email)
• Excellent English communication skills (additional South African languages advantageous)
• Willingness to work shifts, weekends or public holidays when operationally required

Key Responsibilities

• Manage legal collections on ABSA On-balance, Off-balance CAF and Off-balance SME portfolios
• Negotiate settlements, payment arrangements and instalment increases
• Re-engage customers who have become unresponsive
• Professionally handle customer queries, complaints and objections
• Educate customers on the legal collections process
• Maintain accurate notes and account updates
• Meet recovery, activation and other client KPI targets
• Ensure all collection activities comply with the National Credit Act (NCA), POPIA and company policies
• Maintain high Quality Assurance standards during monitored calls
• Respond professionally to customer queries via telephone and written communication

The Ideal Candidate Will Have

• Excellent negotiation and objection-handling skills
• Strong communication and listening ability
• A professional telephone manner
• High levels of emotional intelligence and resilience
• Excellent attention to detail
• The ability to work well under pressure
• A strong work ethic with honesty and integrity
• Self-motivation and accountability
• A customer-focused approach while achieving collection targets