Early Collections Contact Centre Agent

Role Purpose

Since its establishment in 2020, Infinity Services Partner Company, a Managed Services Business wholly owned by Vodacom, has delivered expert-level solutions to our clients and their end customers. Our core purpose is to ensure that every subscriber enjoys the best possible experience available in the market through service excellence, innovation, and operational integrity.

We are currently looking for an Early Collections Contact Centre Agent – Debt Collection to join our team

Role Purpose:
An Early Collections Contact Centre Agent – Debt Collection is responsible for proactively engaging customers in the early stages of delinquency (typically 1–150 days past due) to prevent roll-forward into late or legal collections. The role focuses on customer rehabilitation, first-contact resolution, sustainable payment commitments, and balance normalisation, while delivering a positive customer experience and ensuring full regulatory compliance. This is a 12-month contract position

Your responsibilities will include:

Early-Stage Customer Engagement

• Make outbound and handle inbound calls to customers in early arrears.
• Proactively identify reasons for missed or delayed payments.
• Provide clear explanations of account status, arrears, and next steps.
• Encourage self-service and digital payment adoption where applicable.

Payments Resolution & Prevention

• Secure immediate payments or short-term repayment arrangements
• Negotiate realistic Promise-to-Pay (PTP) commitments based on customer circumstances
• Prevent account roll-forward into late or pre-legal collections
• Promote reinstatement of debit orders and preferred payment methods
• Identify and escalate customers requiring affordability support or special handling.

Compliance & Fair Treatment

Adhere to all applicable legislation and internal policies, including:

• National Credit Act (NCA)
• Protection of Personal Information Act (POPIA)
• Debt Collection Act
• Treat customers fairly, transparently, and respectfully at all times
• Ensure accurate and complete recording of all customer interactions

Performance & Quality Management

Achieve Early Collections KPIs, including:

• Right Party Contact (RPC) rate
• PTP conversion and kept rate
• Early-stage cure rate
• Roll-rate reduction (Early → Late)
• Quality and compliance scores
• Participate in coaching, call quality assessments, and calibration sessions

Systems & Administration

• Maintain accurate customer data on CRM and collections platforms
• Use dialler systems, workflow tools, and payment platforms effectively
• Ensure all call notes, outcomes, and commitments are audit-ready.

Competencies/ Job Knowledge

• Strong customer engagement and negotiation skills
• Empathetic yet firm communication style
• Problem-solving and root-cause identification
• Ability to manage objections constructively
• Strong time management and target orientation
• Customer-centric mindset
• Emotional intelligence and resilience
• Integrity and ethical conduct
• Accountability and ownership
• Continuous learning orientation

Work Environment

• Call Centre Setting: Work in a dynamic call center environment with a focus on customer service
• Flexible Scheduling: May be required to work varied shifts, including evenings, weekends, and holidays.

Qualification & Experience:

• Matric (Grade 12) is essential
• Experience in early or soft collections is essential
• At least 2+ years’ experience within telecoms, banking or retail credit industries
• Computer Proficiency

Closing date for Applications: 12 July 2026

The base location for this role is Midrand and Centurion, Infinity Services Partner Division

The company approved the Employment Equity Plan, and Targets will be considered as part of the recruitment process. As an Equal Opportunities employer, we actively encourage and welcome people with various disabilities to apply. Infinity Services Partner is committed to an organisational culture that recognises, appreciates and values diversity & inclusion.