Collections Officer - Cards

We’re an award-winning global outsourcer providing contact center and back office services on behalf of our global clients. Come work at a place where innovation and teamwork come together to support the most exciting missions in the world!

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.
  
  

• 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.