Collections Officer

Job Summary

• The Collections Officer will be responsible for early-stage customer collections and delinquency resolution across Seamless Embedded Finance portfolio. The primary objective is to intervene quickly when scheduled repayments fail, understand the reason for non-payment and help customers return their accounts to good standing before they progress into more serious delinquency. This is primarily a telephone and digital collections role, supported by structured customer queues, repayment information and defined collections strategies.

Job Details

Key Responsibilities

Early-Stage Collections

• Contact customers immediately following failed or missed repayments.
• Manage assigned daily collections queues according to agreed priorities and SLAs.
• Establish the reason for non-payment and agree appropriate next steps with customers.
• Secure and monitor promises-to-pay.
• Follow up consistently until accounts are cured or meet defined escalation criteria.
• Support customers in accessing available alternative repayment channels.

Payroll & Employment Exceptions

• Contact customers whose expected payroll deductions were not received.
• Identify whether missed collections result from salary timing, employment exit, insufficient salary, payroll issues or other circumstances.
• Escalate employer/payroll-related issues for investigation.
• Support customers who have changed employers or left payroll in transitioning to alternative repayment arrangements.

Delinquency Management

• Manage accounts across assigned early-stage delinquency buckets.
• Escalate accounts according to established treatment and recovery rules.
• Identify customers requiring alternative repayment arrangements or specialist intervention.
• Refer qualifying accounts for later-stage/external recovery according to agreed procedures.

Customer Communication

• Maintain professional, respectful and compliant communication with customers.
• Clearly explain outstanding obligations, repayment options and consequences of continued delinquency.
• Use approved telephone, WhatsApp/SMS, email and other communication channels.
• Maintain accurate records of all customer interactions and agreed actions.

Data & Reporting

• Record collection outcomes, customer responses, promises-to-pay and reason codes accurately.
• Maintain complete and current account notes.
• Provide insight into recurring causes of repayment failure.
• Flag unusual customer, employer or repayment patterns to the Portfolio Performance & Collections Lead.
• Support portfolio and collections reporting as required.

Key Performance Indicators

Performance will be assessed primarily on outcomes rather than activity volumes, including:

• Cure rate
• Amount collected / recovered
• Promise-to-pay kept rate
• Contact-to-payment conversion
• Early-stage roll rate
• Speed to first contact following failed repayment
• Resolution of payroll-break cases
• Collections queue/SLA adherence
• Accuracy and completeness of account records
• Quality/compliance of customer interactions

Call volumes may be monitored operationally but will not be treated as the primary measure of collections effectiveness.

Requirements

• 2 - 4 years' experience in collections, consumer lending, loan operations, customer recovery or a related financial-services role.
• Experience in fintech, digital lending, microfinance or retail banking is preferred.
• Strong telephone communication and negotiation skills.
• Comfortable handling difficult customer conversations professionally.
• Good numerical and problem-solving ability.
• Strong attention to detail and record keeping.
• Comfortable using CRM, collections or loan-management systems.
• Ability to work with daily targets and structured queues while maintaining customer-treatment standards.