Reporting to: Operations Manager

Job Purpose: The Case Agents will be responsible for executing the collection of debt in more specialised and / complex cases. The Case Agent will work his / her accounts from cradle to grave, taking individual ownership of each case. He/ she will be required to conduct research and prepare to implement more varied negotiating strategies and use a broader range of legal and investigation services to recover debt effectively.

Location: Gaborone, Botswana


Under the management / direction of the Operations Manager, the Specialised Collections Case Agent will have the following responsibilities (including but not limited to):

• Efficient management of allocated cases from start to finish

• Conduct effective debtor research and prepare cases accurately

• Achieve right party contact using a comprehensive set of tools and support services

• Implement effective negotiation for collection and / resolution of debt

• Effective escalation of more complex or high-value matters to improve collections outcomes

• Ensuring optimal conversion of allocated debts to cash collections using a variety of strategies

• Ad-hoc duties


• Minimum 3 years debt collections or credit management experience

• An understanding of business entities, business lending and lending criteria

• A firm understanding of the legal processes and procedures

• Experience in collections on banking portfolios is advantageous

• Experience in a legal collections environment is preferable but not mandatory

• Computer Literate (MS Office) an intermediate level

• Familiarity with conducting research via the internet and various other tools

• Working knowledge of Collections system/s is advantageous

• Ability to work in a fast paced and changing environment


• Professional communication skills (verbal & written)

• Self-motivated and target driven

• Strong negotiation skills

• Ability to build strong working relationships (internal/external) and effectively communicate with colleagues and customers / clients at all levels

• A pro-active team player – works well in a team and contributes to the team success

• Ability to take ownership of responsibilities

• Problem solving skills

• Persuasive / influencing skills

• High degree of accuracy

• Strong business writing skills

• Innovative