Auto Finance Collections -Domain Trainee - English - On-site Johannesburg
Job Description
The Senior Agent Associate - Collections is responsible for managing more complex or higher risk delinquent accounts while supporting overall portfolio performance. In addition to meeting individual collections targets, the role provides guidance to Agent Associates and supports quality and compliance standards.
Responsibilities- Manage complex, escalated or higher value delinquent accounts
- Drive payment recovery and delinquency reduction through effective customer engagement
- Support Agents with queries, call guidance and process clarification
- Act as an escalation point for customer or account level issues
- Support adherence to FCA, CONC 7, Consumer Duty and TCF requirements
- Maintain strong quality, productivity and compliance performance
- Support team performance through best practice sharing
- Identify process improvement opportunities and contribute to more efficient and effective ways of working across the collections function
- Proactively review existing workflows, highlighting inefficiencies and recommending practical solutions to enhance performance, customer outcomes and compliance
- Support the implementation of new processes, tools and best practices to drive continuous improvement and operational excellence
- Collaborate with team members and stakeholders to streamline processes, improve consistency and enhance overall service delivery
- Higher Certificate / Diploma (or equivalent)
- Proven collections experience
- Strong negotiation and customer handling skills
- Ability to manage complex or sensitive cases
- Strong documentation and compliance awareness
- 4+ years in direct collections
- Experience in regulated collections
- Informal mentoring or coaching experience
- Strong system and process knowledge
- Be a transformation leader - Work at the cutting edge of AI, automation and digital innovation
- Make an impact - Drive change for global enterprises and solve business challenges that matter
- Accelerate your career - Get hands on experience, mentorship and continuous learning opportunities
- Work with the best - Join 140,000+ bold thinkers and problem solvers who push boundaries every day
- Thrive in a values driven culture - Our courage, curiosity and incisiveness, built on a foundation of integrity and inclusion, allow your ideas to fuel progress
Genpact is an Equal Opportunity Employer and considers applicants for all positions without regard to race, color, religion or belief, sex, age, national origin, citizenship status, marital status, military/veteran status, genetic information, sexual orientation, gender identity, physical or mental disability or any other characteristic protected by applicable laws. Genpact is committed to creating a dynamic work environment that values respect and integrity, customer focus, and innovation.
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About This Role
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