Job Overview

Key Responsibilities

Account Outreach: Contact delinquent customers via phone calls, emails, or written notices to inform them of overdue balances and request payment.
Negotiation & Payment Arrangements: Negotiate feasible repayment terms, settlement offers, or structured payment plans based on the customer’s financial situation and company policy.
Record Keeping & Logging: Maintain accurate, up-to-date documentation of all customer communications, promises to pay, and transaction histories in the CRM or collection database.
Skip Tracing: Locate customers with outdated or incorrect contact information using internal databases, public records, and approved search tools.
Dispute Resolution: Investigate billing discrepancies, account disputes, or customer complaints, collaborating with the billing or finance department to resolve issues promptly.
Compliance & Professionalism: Ensure all collection activities strictly adhere to local laws, regulatory guidelines (e.g., Fair Debt Collection Practices Act / FDCPA), and company code of conduct.

Experience: Proven experience (typically 1–3 years) working as a Debt Collector, Credit Controller, Customer Service Representative, or in a target-driven financial/sales environment.
Education: High school diploma or equivalent; Associate’s or Bachelor’s degree in Finance, Business Administration, or a related field is a plus.
Technical Skills:
Proficiency in collection software, CRM systems, and MS Office (especially Excel).
Familiarity with local legal regulations and compliance standards governing debt collection.
Core Competencies:
Exceptional negotiation, persuasion, and conflict-resolution skills.
Strong verbal communication and active listening abilities.
High level of resilience, patience, and emotional intelligence under pressure.
Impartiality, integrity, and strong attention to detail.