Call Centre Collection Associate

Job Summary
The Call Center Collections Agent is responsible for contacting customers with overdue accounts to secure timely repayment negotiate suitable payment arrangements and minimize delinquency while maintaining professional and compliant customer interactions.

Required Skills:

• Contact customers via phone SMS email and other approved channels regarding overdue loan repayments

• Explain outstanding balances repayment terms and consequences of non-payment clearly and professionally

• Negotiate and agree on realistic repayment plans in line with company policy and regulations

• Follow up consistently on promised-to-pay (PTP) commitments and update feedback accordingly

• Accurately document all customer interactions agreements and payment outcomes in the system

• Escalate high-risk long delinquent or non-cooperative accounts in line with recovery procedures

• Resolve customer queries and disputes related to loan balances charges and payment history

• Adhere strictly to regulatory ethical and internal collections guidelines

• Exceed or at least meet individual monthly collection targets and contribute meaningfully towards the teams targets and KPIs

• Work closely with supervisors field collections and other departments where necessary