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The
Collections Officer is responsible for managing overdue accounts while maintaining a customer-focused and solutions-driven approach. This role requires balancing firm negotiation with empathy, ensuring customers are supported in meeting their obligations while protecting the company from financial risk. Collections Officers operate in a fast-paced, technology- enabled environment, using multiple communication channels (phone, email, chat and other digital platforms) to connect with customers.
A key part of being a Collections Officer is identifying vulnerable customers and recognising hardship triggers early using discretion, empathy, and sound judgement to escalate such cases properly and ensure that customers received the right support.
A Collections Officer plays a key role in compliance and data protection.
Principal Duties
- Deliver a professional and customer-focused collections experience across multiple channels.
- Negotiate and agree on sustainable repayment arrangements that balance customer circumstances with business objectives.
- Identify vulnerable customers or hardship triggers and escalate cases in line with company policies and regulatory requirements.
- Use collections systems effectively to manage workflows and document all interactions.
- Collaborate with cross-functional teams (Customer Service, Admin, Fraud, Lending) to resolve account issues promptly.
- Ensure compliance with industry regulations, company policies, and data privacy standards.
- Contribute feedback and insights to improve collections strategies, customer journeys, and process efficiency.
- Adapt to evolving technology and tools, including AI-driven collections support, reporting dashboard, and digital payment platforms.
Job Qualifications
- Excellent English language communication skills (written and verbal), with strong professional etiquette.
- Demonstrated negotiation, conflict resolution and problem-solving skills.
- Strong accountability for achieving results and meeting collections KPI's.
- Ability to manage multiple cases simultaneously with high attentions to detail.
- Awareness of hardship indicators and ability to exercise empathy and discretion when managing vulnerable customers.
- Ability to work independently and collaboratively within a fast-paced environment.
- Flexible, adaptable, and open to continuous learning and process improvement.
- Previous experience in Collections or financial services is required.
Join the A-Team and experience the A-Life!
