Auto Finance – Senior Process Associate– English – On-site | Johannesburg

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Inviting applications for the role of Auto Finance Senior Process Associate English On-site Johannesburg
The Agent Associate Collections is responsible for managing customer contact at the required frequency to reduce delinquency and ensure timely payment of overdue accounts for a UK Auto Finance client. Based in South Africa the role focuses on engaging customers securing payments or commitments and supporting the reduction of arrears while operating within a regulated environment.
All customer interactions must be conducted fairly professionally and in line with FCA requirements CONC 7 Consumer Duty and Treating Customers Fairly (TCF) principles.

Responsibilities
Collections & Customer Contact
Make and receive customer contact in line with defined contact strategies and required frequencies
Engage customers to discuss overdue balances and agree appropriate payment solutions
Secure payments promises to pay or suitable next steps to reduce delinquency
Maintain focus on arrears reduction and portfolio performance
Account & Case Management
Update customer records accurately following each interaction
Monitor account status and follow up on missed or broken payment commitments
Escalate accounts requiring additional support or intervention in line with process
Compliance & Quality
Carry out collections activity in accordance with FCA regulations and internal policies
Treat all customers fairly and respectfully particularly those in financial difficulty
Adhere to quality standards call recording requirements and documentation controls
Participate in coaching monitoring and training activities
Performance & Team Contribution
Achieve individual performance targets relating to payments delinquency reduction quality and productivity
Contribute to team goals and support overall operational performance
Demonstrate continuous improvement through feedback and learning

Tools & Systems
Use CRM and telephony systems to manage customer contact and payment activity
Maintain accurate records for reporting audit and compliance purposes

Qualifications we seek in you!
Minimum qualifications
Higher Certificate / Diploma (or equivalent)
Experience in a contact centre collections or customer service role
Strong verbal and written English communication skills
Ability to negotiate and influence professionally
Good attention to detail and time management skills

Preferred qualifications
Experience in collections or financial services environments
Exposure to UK clients or offshore delivery models
Familiarity with CRM and dialler systems
Understanding of ethical and customer-focused collections practices

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Come join the tech shapers and growth makers at Genpact and take your career in the only direction that matters: Up.
Lets build tomorrow together.

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