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Inbound Collections Agent Jobs 2026– Tenacity Financial Services| Apply Now

Company: Tenacity Financial Services
Position: Inbound Collections Agent
Reference: TFS-850
Location: Northern Suburbs, Cape Town, Western Cape
Department: Debt Review
Industry: Call Centre
Job Type: Permanent
Positions: 15
Salary: Market-related
Posted: 25 August 2026

Inbound Collections Agent Job Overview

Tenacity Financial Services is hiring 15 Inbound Collections Agents in the Northern Suburbs of Cape Town.

The successful candidates will handle customer collections queries through telephone, email and other communication channels. The role involves assisting customers with overdue accounts, negotiating payment arrangements, resolving queries and meeting daily collections targets.

Minimum Requirements

Applicants must have:

  • Grade 12 / Matric
  • At least 18 months’ collections experience in a call centre environment
  • Good customer service and communication skills
  • Ability to work toward daily and monthly collection targets
  • Ability to handle customers professionally and empathetically

Key Responsibilities

Collections and Customer Service

  • Handle inbound and outbound calls within the applicable legal framework.
  • Obtain promises to pay from customers.
  • Resolve customer queries professionally and promptly.
  • Explain account information, payment options and consequences of non-payment.
  • Negotiate payment arrangements within company guidelines.
  • Work toward daily collections targets and monthly KPAs.
  • Aim to resolve customer issues through First Call Resolution.
  • Process customer instructions efficiently.
  • Assist with debt rehabilitation and account resolution.

Account Management

  • Update customer records accurately after every interaction.
  • Record payment commitments and follow up when required.
  • Maintain accurate account notes and customer information.
  • Process administrative requirements relating to customer accounts.

Email and Digital Support

  • Respond to customer emails regarding account balances and payment history.
  • Handle payment arrangements, settlement offers and disputes.
  • Send payment reminders and payment confirmations.
  • Process proof of payment and other customer documents.
  • Update CRM and collections systems with email interactions.
  • Respond to SMS, WhatsApp and other digital customer queries.
  • Provide chat support where applicable.
  • Escalate complex queries to the appropriate teams.

Compliance and Quality

  • Comply with POPIA, NCA and other applicable legal requirements.
  • Follow company policies, procedures, scripts and approved communication templates.
  • Maintain accurate audit trails.
  • Protect customer information and confidentiality.
  • Meet the company’s quality standards.
  • Maintain accurate and compliant CRM records.

Skills and Competencies

The ideal candidate should be:

  • Professional and empathetic
  • Customer-focused
  • Confident when communicating with customers
  • Persuasive and able to negotiate payment arrangements
  • Solution-oriented
  • Accurate and detail-focused
  • Able to work under pressure
  • Target-driven
  • Able to manage multiple communication channels
  • Committed to quality and compliance

Working Requirements

Successful candidates must:

  • Follow the company’s workforce schedule.
  • Adhere to lunch and scheduled body breaks.
  • Follow company policies and procedures.
  • Comply with absence management, house rules and disciplinary policies.
  • Meet required collections and quality targets.

How to Apply

Interested candidates who meet the requirements should apply for the Inbound Collections Agent position at Tenacity Financial Services.

Apply for the Inbound Collections Agent position

Reference: TFS-850
Location: Northern Suburbs, Cape Town
Positions: 15

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