Call Center Officer – Debt Collection

Role Overview

This position centres on the day-to-day management of overdue customer accounts, from verifying client-supplied information to negotiating repayment plans and resolving payment disputes. You will be the primary point of contact for customers working through financial difficulties, helping them understand their obligations while protecting the company's client relationships and cash flow. Your efforts directly influence recovery rates and the firm's reputation for fair, professional debt handling.

Key Responsibilities

• Review and verify customer details received from clients, ensuring all account records are accurate, complete, and ready for collection action.
• Contact customers via phone, email, or occasional scheduled visits to discuss defaulted accounts, explain their repayment options, and clearly outline the consequences of continued non-payment.
• Act as an impartial intermediary when customers dispute charges or terms, gathering relevant evidence and liaising with clients and principals to reach a fair resolution.
• Identify the reasons behind overdue payments through direct conversations and assess each customer's financial situation to propose realistic and sustainable payment arrangements.
• Coordinate the clearance process once a customer has paid, verifying proof of payment and ensuring the relevant department updates the account promptly.
• Provide customers with accurate account information, including outstanding balances, payment reference numbers, and account identifiers, whenever requested.
• Maintain strict data integrity and confidentiality, logging all financial status updates and collection efforts in the company's system after every interaction.
• Select and implement the most appropriate recovery technique for each account, including negotiating credit extensions when a customer's circumstances genuinely justify additional time.
• Prepare and submit regular reports on collection activities, payment commitments, and account statuses for internal and client review.

Requirements & Qualifications

• A diploma from a recognised institution in any field, preferably with a banking, credit management, or similar financial background.
• At least 1–2 years of hands-on experience in collections, credit control, or a sales and marketing environment where negotiation and customer follow-up were central tasks.
• Strong analytical and problem-solving abilities, with the capacity to evaluate each customer's circumstances and choose the most effective recovery approach under pressure.
• Excellent interpersonal and communication skills, enabling you to manage conversations with customers, clients, and internal stakeholders professionally and calmly.
• Full fluency in written and spoken English is mandatory; any additional local languages are considered an advantage for customer outreach.
• Proficiency with standard computer tools and database systems, including the ability to accurately record, retrieve, and update customer information.