Collections Agent at The Shoprite Group of Companies

Job Description

Job Details
Closing Date	2025/06/21
Reference Number	SHO250617-2
Job Title	Collections Agent
Job Type	Permanent
Location – Country	Zambia
Location – Province	Other
Location – Town or City	Lusaka
Purpose of the Job	The purpose of the Collections Agent is to minimise overdue accounts and improve cash flow for the organisation by effectively collecting outstanding debts. The role focuses on maintaining customer satisfaction while achieving collection targets. This Collections Agent involves communicating with customers to follow up on overdue payments, ensuring timely payment and maintaining positive customer relationships.

Job Advert Details
Job Category	Retail
Job Objectives	• Contact customers via phone, email, or in writing to follow up on overdue accounts and negotiate payment terms. • Maintain accurate records of customer interactions and payment agreements in the company’s collections database. • Prepare regular reports on collections efforts and outstanding debts to present to the collections team leader or supervisor. • Investigate and resolve any discrepancies or disputes regarding overdue payments. • Develop and maintain strong relationships with customers, balancing the need for collection with customer satisfaction. • Educate customers on payment terms, policies, and programs that may assist in the payment process. • Collaborate with other departments, such as customer service and finance, to ensure a cohesive approach to collections. • Adhere to all regulatory requirements and company policies during the collections process. • Monitor accounts for potential risks or delinquencies, taking proactive measures to mitigate issues early when necessary. • Utilise various communication platforms, such as SMS, email, and automated calling systems, to maximise outreach efforts. • Escalate accounts that remain delinquent beyond a specified threshold to senior management or legal for further action. • Analyse payment patterns and customer behavior to provide feedback and insights for improving collection strategies and processes. • Stay updated on industry trends, collection regulations, and best practices to enhance the effectiveness of collection efforts. • Participate in training sessions to improve negotiation and communication skills as well as maintain compliance with legal requirements. • Assist in developing and implementing collection strategies and campaigns to improve recovery rates. • Provide exceptional customer service by addressing customer inquiries and concerns regarding their accounts and payment options. • Track and report on the status of payment arrangements made with customers to ensure compliance and timely follow-through. • Support administrative tasks related to collections, such as filing paperwork and organising documentation for follow-up
Qualifications	• Grade 12 or matric certification – (essential). • Diploma or degree in finance, business, or a related field – (advantageous).
Experience	• +2 years experience in collections, customer service, or equivalent – (essential). • Proficiency in using computer software and telecommunication systems for tracking collections – (essential)
Knowledge and Skills	• High level of self-motivation and drive to set, meet and exceed on goals and expectations. • Curious and willing to learn – Proactively identifies new areas for learning; seizes learning opportunities and actively uses newly gained knowledge and skill on the job. • Detailed, rule-orientated and organised – Diligently follows instructions and procedures; vigilantly watches over work processes, tasks and outputs to ensure accuracy and initiates action to correct any quality concerns. • Organised – Plans and organises own work effectively and delivers against deadlines and quality standards. Focuses personal efforts on achieving results aligned to organisational objectives. • Communicates well and confidently conveys information to various stakeholders. Good spoken and written fluency in English along with the ability to convey information / data clearly and accurately. • Team player and collaborative partner – Builds good relationships both internally and externally. • Equally capable of working independently or in a team, while contributing positively to team morale. • Able to work under pressure and under tight time constraints in a high-volume, fast-moving environment. • Has integrity and takes accountability for actions and mistake