Call Centre Agent (Senior Associate) - Collections

Company Description

WNS, part of Capgemini, is an Agentic AI-powered leader in intelligent operations and transformation, serving more than 700 clients across 10 industries, including Banking and Financial Services, Healthcare, Insurance, Shipping and Logistics, and Travel and Hospitality. We bring together deep domain excellence - WNS’ core differentiator - with AI-powered platforms and analytics to help businesses innovate, scale, adapt and build resilience in a world defined by disruption.Our purpose is clear: to enable lasting business value by designing intelligent, human-led solutions that deliver sustainable outcomes and a differentiated impact. With three global headquarters across four continents, operations in 13 countries, 65 delivery centers and more than 66,000 employees, WNS combines scale, expertise and execution to create meaningful, measurable impact.

Job Description

​​​​​​Step into a vibrant, fast-paced role where every day brings something new and every conversation is an opportunity to make a difference.

Be right at the heart of the action, connecting with customers, understanding their situations, and helping them get back on track with confidence. You’ll turn tricky conversations into positive outcomes, proving that great service and great solutions go hand in hand.

As the go-to problem solver, you’ll handle inbound and outbound calls like a pro, combining empathy, energy, and sharp thinking to turn questions into clear plans and challenges into wins. If you love people, thrive under pressure and enjoy celebrating small victories every day, this role is calling your name.

What You’ll Be Doing:

• Proactively engage with customers via telephone and written communication to support effective collections and deliver positive outcomes.
• Work to clearly defined quality standards and timelines, ensuring all activities are completed accurately and efficiently.
• Take ownership of customer complaints, resolving concerns professionally while maintaining full compliance with regulatory and company requirements.
• Collaborate with internal teams and external stakeholders, building strong relationships to support successful debt recovery and customer solutions.
• Handle both customer and internal queries within agreed service level agreements (SLAs), helping to reduce outstanding balances and improve customer experience.
• Maintain accurate and up-to-date customer information across systems, identifying any gaps and proactively gathering the necessary details to progress accounts.
• Confidently manage outbound calls to customers, as well as inbound enquiries, delivering a consistent, solution-focused service.
• Ensure all customer interactions are recorded to the highest standard, supporting seamless service delivery and compliance.

What You Bring to the Role:

• A passion for excellent customer service and creating positive customer experiences.
• Strong communication skills, with the ability to actively listen, empathize, and respond effectively.
• Solid numerical and analytical abilities to confidently assist with billing-related queries.
• Exceptional multitasking skills, including efficient typing and system navigation to address customer needs in real-time.
• Previous customer service or call centre experience in a collections environment is a must.

If you thrive in a fast-paced environment and love helping people while solving meaningful problems, this role is the perfect fit.

What Makes the Role Exciting:

• Career growth opportunities
• Training and development support
• Exposure to international clients & systems
• Fast-paced, fun team culture

Qualifications

Minimum Requirements:

• Grade 12 / Matric certificate
• At least 1 year of experience in a contact centre environment, or 12 months customer service experience (preferably within the insurance industry)
• International contact centre experience will be advantageous
• Strong command of written and spoken English is essential
• Must have a clear credit and criminal record

Additional Information

• Enjoy a dynamic schedule with rotational shifts from Monday to Sunday
• Be part of a team that keeps things running, even on South African public holidays
• Our operating sites are based in Century City, Observatory and Claremont