Call-Centre Debt Collector - Conventional Portfolio

Role Overview

This position is focused on recovering outstanding balances from a portfolio of conventional lending accounts, with particular emphasis on hard and late collections. Working primarily by phone, you will engage customers who have fallen behind on payments, understand their financial circumstances, and negotiate realistic repayment solutions that serve both the customer and the business. Every call is an opportunity to reduce delinquency, so your ability to stay composed, persuasive, and organised directly impacts the company's overall financial health.

Key Responsibilities

• Manage a high-volume portfolio of overdue conventional accounts, prioritising hard collections and late-stage arrears for immediate action.
• Place and receive collection calls with professionalism, clearly explaining account status and consequences while keeping the conversation constructive.
• Negotiate repayment plans, settlements, and payment schedules based on each customer's capacity to pay, ensuring commitments are realistic and documented.
• Maintain accurate, up-to-date records of every interaction using the company's CRM and collections software, including payment promises, call outcomes, and follow-up dates.
• Escalate accounts appropriately when further action is required, ensuring a clear audit trail and seamless handover to senior collections or recovery teams.
• Respond to customer queries regarding balances, billing cycles, payment methods, and dispute resolution with clarity and empathy.
• Consistently meet weekly and monthly collection targets, keeping a disciplined approach to daily dials, talk time, and follow-through on commitments.
• Prepare basic reports on collection activity and outcomes to help management identify trends, risks, and opportunities for process improvement.

Requirements & Qualifications

• Diploma or degree in business, finance, accounting, or a related discipline is preferred but not mandatory with equivalent experience.
• Proven experience in a call-centre environment specifically handling conventional books, hard collections, or late-stage arrears.
• Strong working knowledge of Microsoft Office applications, including Outlook and Excel, plus familiarity with CRM or dedicated collections software and comfortable with data entry and reporting.
• Polished telephone etiquette with persuasive negotiation skills and active listening abilities that help de-escalate difficult conversations.
• Empathy balanced with professionalism, enabling you to treat customers with respect while still enforcing payment obligations firmly.
• Resilient under pressure, goal-driven, and able to stay organized and deadline-focused while managing multiple accounts and competing priorities.