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Collections Support Administrator

Vodafone -
Johannesburg, Gauteng

Job Details

Full-time
4 days ago

Full Job Description

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Since its establishment in 2020, Infinity Services Partner Company, a Managed Services Business wholly owned by Vodacom, has delivered expert-level solutions to our clients and their end customers. Our core purpose is to ensure that every subscriber enjoys the best possible experience available in the market through service excellence, innovation, and operational integrity.

We are currently looking for a Collections Support Administrator to join our team

Role Purpose:
A Collections Support Administrator will provide administrative, transactional and operational support to the Early Collections function by accurately processing Collections-related queries, reconciling customer accounts, maintaining data integrity, and supporting agents, team leaders and specialists in delivering collections KPIs while ensuring full compliance with internal policies and regulatory requirements. This is a 12-month contract position.

Key Accountabilities:

Administrative & Transactional Support

Accurately capture, update and maintain customer account information on CRM and collections platforms.
Process Promise-to-Pay (PTP) arrangements, payment allocations, reversals and account adjustments within delegated mandate.
Prepare, dispatch and track collections correspondence, including arrears notifications, demand letters and settlement letters.
Manage incoming administrative mailboxes, workflow queues and shared inboxes within agreed SLAs.
Maintain accurate audit-ready records of all administrative actions and customer interactions.

Account Reconciliation & Data Integrity

Reconcile customer accounts, payment receipts and unallocated funds on a daily and weekly basis.
Investigate and resolve Collections-related customer queries i.e. account discrepancies, misallocations and duplicate transactions.
Support month-end and reporting cycles by ensuring data completeness and accuracy.
Run standard reports, extracts and trackers to support operational and management reporting.

Operational & Stakeholder Support

Provide administrative support to Call Centre Agents, Team Leaders and Specialists to enable frontline collections delivery.
Liaise with internal stakeholders (Finance, Billing, Credit Risk, Customer Care Operations) to resolve account and payment queries.
Support external Debt Collection Agencies with account information, file handovers and reconciliation requests.
Action ad hoc requests received from Infinity Collections teams and business partners within agreed turnaround times.
Assist Specialists and Business Analysts with information gathering for escalations, disputes and process improvement initiatives

Compliance & Control

Adhere to all relevant policies, laws and regulations including the National Credit Act (NCA), Protection of Personal Information Act (POPIA), Debt Collection Act and SARB regulations.
Report any breaches, failures or risk events to the Team Leader / Manager.
Support internal audit, external audit and key control questionnaire requirements. Always ensure confidentiality and secure handling of customer information.

The ideal candidate for this role will have:

Must have qualifications and experience:

Grade 12/ Matric Essential
Certificate or Diploma in Administration, Credit Management, Finance or related field (advantageous)
At least 2 years' experience in Collections, credit control, or accounts receivable
At least 2 years' experience in Call Centre and administrative experience
At least 2 years' experience in Customer service in a telecoms, retail or financial environment

Competencies

Technical & Financial Skills: Understanding of collections processes, financial systems, and accurate data handling.
Operational Efficiency: Ability to manage high volumes, meet SLAs, and maintain proper documentation.
Communication & Negotiation: Professional customer interaction, clear communication, and payment negotiation skills.
Analytical Thinking: Ability to assess accounts, identify issues, and make sound decisions within policy.
Compliance & Integrity: Strong awareness of regulations, confidentiality, and risk management.
Behavioural Skills: Resilience, adaptability, attention to detail, and emotional intelligence.
Results-Driven: Focus on achieving collection targets while maintaining quality standards.

Work Environment

Call Centre Setting: Work in a dynamic call center environment with a focus on collections.
Flexible Scheduling: May be required to work varied shifts, including evenings, weekends, and holidays.

Job knowledge

Excellent verbal and written communication
Sound understanding of NCA, POPIA and the Debt Collection Act
Proficient in PCC (PowerCurve Collections) / Tallyman, dialer systems, workforce management tools and MS Office (advanced Excel)
Data-driven decision-making and analytical thinking
Resilience and the ability to perform under pressure in a high-volume environment

Closing date for Applications: 12 July 2026.

The base location for this role is Midrand and Centurion, Infinity Services Partner Division

The company's approved Employment Equity Plan and Targets will be considered as part of the recruitment process. As an Equal Opportunities employer, we actively encourage and welcome people with various disabilities to apply. Infinity Services Partner is committed to an organisational culture that recognises, appreciates and values diversity & inclusion.

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Key Accountabilities:

The ideal candidate for this role will have:

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