The Collections Agent is responsible for managing delinquent loan accounts and recovering outstanding payments through structured customer engagement across approved communication channels. The role focuses on early-stage and mid-stage arrears management, ensuring high recovery rates while maintaining compliance with internal policies and regulatory guidelines.
The officer is expected to meet daily productivity and recovery targets while delivering professional and compliant customer interactions.
Manage an assigned portfolio of delinquent loan accounts and initiate timely follow-up on overdue payments.
Contact customers via approved communication channels to negotiate repayment and secure commitments.
Accurately document all customer interactions, agreements, and case updates in the system.
Monitor and follow up on Promise-to-Pay (PTP) commitments to ensure conversion and reduce rollovers.
Escalate high-risk or unresolved accounts in accordance with internal recovery and escalation policies.
Meet daily, weekly, and monthly recovery and productivity targets.
Ensure compliance with regulatory guidelines, call frequency rules, and internal collections policies.
Maintain professional conduct and deliver customer-focused communication at all times.
Requirements
1 - 2 years' experience in loan collections, credit control, or call center operations (preferred).
Strong negotiation, persuasion, and objection-handling skills.
Excellent verbal communication and interpersonal skills.
Experience working with CRM, loan management, or call management systems is desirable.
Ability to follow structured workflows and operating procedures.
Good attention to detail.
Customer-focused, professional, and resilient under pressure.
Willingness to support different operational functions as required.
High level of integrity and confidentiality when handling customer data.