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 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 Why join Genpact? 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. #J-18808-Ljbffr