Recoveries Agent

Overall Purpose of the Role

The purpose of the Recoveries Agent role is to effectively manage and recover written‑off accounts by applying strong administrative capability, consistent follow‑up, and high attention to detail within a pressurised and target‑driven environment. The role requires accurate account management, timely engagement with customers and external stakeholders, and strict adherence to internal policies, legal requirements, and regulatory standards. Through disciplined execution and professional customer and outsourced partner interaction, the Recoveries Agent supports the bank’s recovery objectives while maintaining service excellence and data integrity.

Requirements

Experience and Skills Required

• 3 to 5 Years previous experience in recoveries, collections, or a financial services and/or banking environment.

• Exposure to written‑off accounts and/or debt sale–related queries will be advantageous.
• Experience in managing tight turnaround times on recoveries and debt sale-related queries.
• The ability to participate in outcomes-based meetings with External Debt Collectors.
• Strong administrative skills with high attention to detail and accurate record‑keeping.
• Proven ability to manage consistent follow‑ups in a target‑driven, pressurised environment.
• Good communication skills for professional interaction with customers and stakeholders.
• Ability to investigate and resolve account discrepancies and customer queries.
• Competence in using collections systems, Microsoft Office, and reporting tools.
• Sound understanding of compliance requirements, including POPIA, and relevant credit legislation.
• AI & data analytics proficiency essential.

Responsibilities

• Manage and administer allocated recoveries portfolios, including written‑off accounts, in line with agreed strategies, policies, and targets.
• Conduct consistent and timely follow‑up on accounts through approved communication channels to maximise recoveries and ensure resolution.
• Accurately maintain customer and account records on internal systems, ensuring all actions, notes, and documentation are complete, up to date, and audit‑ready.
• Engage professionally with customers to resolve outstanding balances, disputes, and repayment arrangements while maintaining service excellence.
• Resolve customer and stakeholder queries within stipulated timelines related to debt sale, including verification of account status, balances, ownership, and handover to or from debt purchasers.
• Liaise with internal teams, external debt collectors, attorneys, and debt purchasers to resolve escalations and ensure timely query closure.
• Investigate and resolve account discrepancies, payment allocations, and disputes with a high level of attention to detail.
• Ensure strict adherence to internal controls, regulatory requirements, POPIA, NCR, and all relevant legal and compliance standards.
• Meet individual and team recovery, quality, and productivity targets within a pressurised and performance‑driven environment.
• Prepare and maintain accurate reports, trackers, and supporting documentation as required.
• Identify potential risks, trends, or system issues impacting recoveries and escalate appropriately.
• Support continuous process improvements and contribute to a culture of accountability, accuracy, and performance.