Collection Agent

The Collection Agent is responsible for contacting customers with outstanding balances, securing payments, negotiating repayment arrangements, and maintaining positive customer relationships while ensuring compliance with company policies and collection procedures. The role focuses on reducing delinquency, improving collection rates, and supporting portfolio health through effective phone communication and follow-up.

Contact customers by phone regarding overdue payments and outstanding balances.
Remind customers of upcoming and overdue payment obligations.
Negotiate payment commitments and repayment plans within company guidelines.
Follow up on promised payments to ensure commitments are fulfilled.
Investigate reasons for non-payment and identify appropriate resolution options.
Update customer records, call outcomes, and collection notes accurately in the system.
Escalate high-risk, disputed, or unresponsive accounts to supervisors when required.
Maintain professional and respectful communication with customers at all times.
Meet daily productivity and collection targets.
Coordinate with internal teams such as Sales, Customer Service, and Finance when necessary.
Ensure compliance with company policies, regulatory requirements, and customer privacy standards.
Provide feedback on recurring customer issues that may impact collections performance.

1–3 years of experience in collections, tele-sales, customer service, call center operations, or a related field.
Experience in financial services, lending, BNPL, installment programs, or credit collections is a plus.
Strong verbal communication and negotiation skills.
Ability to handle objections and difficult conversations professionally.
Persuasive and results-oriented mindset.
Good listening and problem-solving abilities.