Call Centre Collections Agent

Key Responsibilities

• 1. Debt Recovery & Negotiation
• Make outbound collection calls to customers with overdue accounts.
• Remind customers of outstanding balances and clear payment obligations.
• Negotiate viable payment arrangements and secure firm Promise to Pay (PTP) commitments.
• Encourage customers to make immediate payments through approved company payment channels.
• Proactively follow up on broken promises and overdue payment arrangements.
• 2. Customer Relations & Query Resolution
• Verify customer identity securely before discussing any sensitive account details.
• Resolve customer queries regarding account balances, interest, penalties, and payment options.
• Identify customers experiencing genuine financial hardship and escalate cases in accordance with company policy.
• Maintain a professional, calm, and empathetic demeanor when handling difficult or irate customers.
• 3. System Administration & Compliance
• Accurately document all customer interactions, notes, and payment arrangements in the collections management system.
• Maintain high Right Party Contact (RPC) rates and ensure database integrity.
• Ensure strict compliance with company policies, regulatory requirements, and ethical debt collection standards.
• Maintain strict confidentiality and protect sensitive customer information at all times.
• Escalate disputed accounts or complex cases to supervisors or relevant departments in a timely manner.
• 4. Performance & Development
• Meet daily, weekly, and monthly collection and recovery targets.
• Participate actively in coaching sessions, performance reviews, and team training programs.
• Key Performance Indicators (KPIs)
• Your performance in this role will be measured by the following metrics:
• Financial Metrics: Collection Amount Achieved, Collection Rate (%), and Recovery Rate.
• Commitment Metrics: Promise to Pay (PTP) Rate and Promise Kept Rate.
• Activity Metrics: Right Party Contact (RPC) Rate, Calls Handled per Day, and Accounts Worked.
• Operational Metrics: Follow-up Completion Rate, Average Talk Time, and Schedule Adherence/Attendance.
• Quality Metrics: Quality Assurance (QA) Score, Compliance Score, Customer Satisfaction (CSAT), and Reporting Accuracy.
• Education & Experience
• Education: Diploma or Bachelor’s Degree in Business Administration, Finance, Accounting, Customer Service, or a related field.
• Experience: Previous experience in credit collections, customer service, or a call center environment is highly desirable (added advantage).
• Tools: Proficiency in Microsoft Office applications. Experience using CRM or specialized collections management systems is an added advantage.
• Core Competencies & Skills
• Negotiation: Excellent communication, persuasion, and influencing skills.
• Customer Focus: Strong customer service orientation combined with empathy and professionalism.
• Resilience: Ability to work under pressure, meet challenging targets, and remain calm when dealing with difficult clients.
• Problem-Solving: Strong analytical, decision-making, and conflict-resolution skills.
• Operational Excellence: High attention to detail, strong organizational skills, and excellent time management.
• Ethics: High level of integrity and commitment to maintaining data confidentiality.
• How to Apply:
• All applications will be received and reviewed through the BrighterMonday Portal by clicking on the 'Apply Here' section
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• Important safety tips
• Do not make any payment without confirming with the BrighterMonday Customer Support Team.
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