Collections Officer

Job Description:

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.
• undefinedJob 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!