Collections Consultant x4 (Durban) – Job Summary and Application Guide
Position Overview
**Role:** Collections Consultant x4
**Location:** Durban
**Employer:** Nedbank Group
**Job Requisition Number:** 146508
**Closing Date:** 26 June 2026
The Collections Consultant position is responsible for managing customer accounts that are in arrears and ensuring the recovery of outstanding debt while maintaining positive relationships with clients and stakeholders. The successful candidate will play an important role in reducing financial losses for the bank by applying effective collection strategies, negotiating suitable repayment arrangements, and ensuring that all processes are followed according to internal policies, legal requirements, and regulatory standards.
This role requires a customer-focused individual who can balance the recovery of outstanding amounts with the rehabilitation of client accounts. The Collections Consultant must demonstrate strong communication, negotiation, administration, and problem-solving skills while working under pressure to achieve collection targets and maintain service excellence.
Main Purpose of the Role:
The main purpose of the Collections Consultant role is to recover debt and assets by following approved collection processes and procedures. The position aims to reduce costs, minimise credit losses, and improve customer outcomes by engaging with clients, understanding their financial circumstances, and implementing appropriate solutions.
The successful candidate will be expected to contact clients and authorised third parties, negotiate repayment agreements, monitor payment arrangements, and take corrective action where necessary. The role involves managing a portfolio of accounts, identifying risk levels, prioritising activities, and ensuring that customer information remains accurate and updated on the relevant systems.
Key Responsibilities:
The Collections Consultant will be responsible for monitoring customer accounts and ensuring that internal and external stakeholders meet agreed turnaround times and service level agreements. This includes tracking account progress, following up on outstanding matters, and ensuring that collection activities are completed efficiently.
A key responsibility will be rehabilitating customer accounts by contacting clients, understanding their financial challenges, negotiating realistic payment arrangements, and monitoring adherence to agreed commitments. The consultant must build professional relationships with customers while still ensuring that the bank’s financial interests are protected.
The role also involves reducing impairments and credit losses by applying appropriate collection strategies. This may include analysing daily reports, reviewing account information, identifying high-risk customers, and escalating matters requiring further intervention.
The Collections Consultant will be required to respond to customer queries relating to arrears, risk matters, and account information in a professional and timely manner. Maintaining customer satisfaction is an important part of the role, as the consultant must provide accurate information while assisting clients through the collections process.
Additional responsibilities include updating customer profiles through activities such as site visits, sending statements and correspondence, and ensuring that supporting documentation is attached to customer records. The consultant must verify account histories, ensure accurate account statuses, and maintain detailed records of all interactions.
The successful candidate will also manage risk by grading accounts according to risk categories and age analysis. High-risk cases such as liquidations, deceased estates, debt review matters, business rescue processes, absconded clients, and bad debt write-offs must be identified and escalated to the relevant stakeholders.
Minimum Requirements –
Qualification Requirements:
* Matric / Grade 12 / National Senior Certificate
Preferred Qualification:
* Certificate in Credit Management
Experience Requirements:
* Minimum of 2 years’ experience in credit collections
Candidates should have practical experience in managing arrears accounts, negotiating payment solutions, dealing with customers in financial difficulty, and working towards collection targets. Experience within a banking or financial services environment would be advantageous.
Skills and Technical Knowledge Required:
The ideal candidate should have knowledge of banking processes, credit management principles, and collection procedures. Strong administrative ability is required, as the role involves maintaining accurate records, updating customer information, preparing reports, and managing multiple accounts.
Important technical and professional knowledge areas include:
* Banking knowledge and procedures
* Credit collections processes
* Data analysis and reporting
* Governance, risk, and compliance controls
* Relevant regulatory requirements
* Customer account management systems
* Negotiation techniques
* Product knowledge
* Administrative procedures and systems
* Human resource policies and workplace practices
Strong computer literacy and the ability to learn and use banking systems effectively are essential for success in this position.
Behavioural Competencies:
The successful candidate should demonstrate strong communication skills, as the role requires daily interaction with customers, colleagues, and stakeholders. The ability to communicate clearly, professionally, and respectfully is essential when negotiating payment arrangements and resolving account-related concerns.
Collaboration is also important, as the Collections Consultant will work with internal departments and external stakeholders to achieve successful outcomes. The candidate must be willing to share knowledge, support team members, and contribute positively to workplace culture.
Decision-making ability is required when assessing customer circumstances, determining appropriate collection actions, and escalating matters where necessary. The ability to remain calm and productive under pressure is critical due to the nature of collections work, which often involves challenging conversations and demanding targets.
Application Strengths to Highlight:
Applicants should emphasise experience in debt collection, credit control, customer service, and financial administration. A strong application should demonstrate the ability to:
* Successfully manage overdue customer accounts.
* Negotiate repayment agreements with clients.
* Achieve collection targets and improve recovery rates.
* Maintain accurate customer records.
* Handle difficult customer interactions professionally.
* Apply policies, procedures, and compliance requirements.
* Identify risks and escalate matters appropriately.
* Work independently while contributing to team objectives.
Candidates who can demonstrate reliability, attention to detail, resilience, and a commitment to customer service will be well suited for this role. The Collections Consultant position provides an opportunity to contribute directly to financial sustainability while developing expertise within the banking and credit management environment.