Early Collections Consultant (Pipeline) – Call Centre Role | Johannesburg / Centurion
Are you an experienced call centre professional with a background in collections or credit control? A leading telecommunications services company, Vodacom, through its subsidiary Infinity Services Partner Company, is currently building a talent pipeline for Early Collections Consultants.
This opportunity is ideal for individuals who are confident in customer engagement, negotiation, and problem-solving, and who are looking to grow their career within a fast-paced and dynamic environment.
About the Role
The Early Collections Consultant plays a key role in managing customer accounts that are in the early stages of arrears (typically 1–150 days overdue). The main objective is to prevent accounts from progressing into late-stage collections or legal processes by engaging customers early and finding practical payment solutions.
This role focuses on maintaining a positive customer experience while ensuring compliance with all relevant regulations and company policies.
Key Responsibilities
1. Customer Engagement
- Handle both inbound and outbound calls to customers with overdue accounts
- Identify reasons for missed or delayed payments
- Clearly explain account balances, arrears, and repayment options
- Encourage customers to use digital and self-service payment channels
2. Payment Resolution
- Secure immediate payments where possible
- Negotiate Promise-to-Pay (PTP) arrangements based on customer affordability
- Assist customers in restoring debit orders and preferred payment methods
- Prevent accounts from progressing to late or legal collections
- Escalate complex cases that require special handling
3. Compliance & Customer Care
- Ensure compliance with key legislation, including:
- National Credit Act (NCA)
- Protection of Personal Information Act (POPIA)
- Debt Collection regulations
- Treat all customers fairly, respectfully, and professionally
- Maintain accurate records of all customer interactions
4. Performance Management
- Meet and exceed performance targets such as:
- Right Party Contact (RPC) rate
- PTP conversion and success rate
- Early-stage account recovery
- Reduction in overdue account progression
- Participate in coaching sessions and quality assessments
5. Systems & Administration
- Capture and update customer information on CRM systems
- Use dialler tools and payment platforms efficiently
- Ensure all records are complete, accurate, and audit-ready
Minimum Requirements
To be considered for this role, applicants must have:
- Matric (Grade 12) – essential
- 2+ years’ experience in collections, preferably early/soft collections
- Experience in industries such as:
- Telecommunications
- Banking
- Retail credit
- Strong computer literacy and ability to work with CRM systems
Key Skills and Competencies
Successful candidates will demonstrate:
- Strong communication and negotiation skills
- Ability to handle difficult conversations with empathy and professionalism
- Excellent problem-solving and analytical thinking
- Strong time management and ability to meet targets
- High level of emotional intelligence and resilience
- Customer-focused mindset with attention to detail
- Integrity and commitment to ethical conduct
Work Environment
- Based in Centurion (Johannesburg region)
- Fast-paced call centre environment
- May require shift work, including evenings, weekends, and public holidays
- Performance-driven with ongoing coaching and development
Why Apply?
This role offers an opportunity to:
- Work within a leading telecommunications environment
- Build expertise in collections and customer account management
- Develop valuable negotiation and communication skills
- Grow within a structured and supportive team
- Gain exposure to regulatory compliance and financial processes
Employment Equity & Inclusion
The company is committed to diversity and inclusion. Applications from individuals living with disabilities are strongly encouraged. Employment Equity targets will be considered as part of the recruitment process.
Application Details
- Closing Date: 23 March 2026
- Only shortlisted candidates will be contacted
Start Your Next Career Move
If you have experience in collections and are looking for a challenging yet rewarding role where you can make a real impact, this opportunity is worth exploring.
Apply now and take the next step in your professional journey.