Debt Collection Officer

Role Overview

The Debt Collection Officer works directly with customers to recover overdue balances, agree on realistic repayment arrangements, and track each account through to resolution. Effective, respectful follow-up helps the business improve cash flow, limit bad debt, and maintain constructive customer relationships while meeting its compliance obligations.

Key Responsibilities

• Reach customers with past-due balances by phone, SMS, email, WhatsApp, or other suitable channels, and clearly explain the amount owed and available next steps.
• Manage an active portfolio of overdue accounts, setting follow-up priorities according to balance, delinquency period, and likelihood of recovery.
• Discuss and agree on payment plans or settlements within authorized limits, then document the terms and monitor payments against them.
• Keep account records current, including contact attempts, customer responses, promises to pay, transactions, disputes, and planned follow-ups.
• Investigate billing or balance queries, coordinate their resolution, and refer complex disputes or challenging, high-value, or unlikely-to-recover cases for escalation.
• Prepare updates on amounts collected, remaining arrears, recovery performance, and recurring obstacles to payment.
• Work toward monthly collection and recovery goals, using consistent follow-through to convert commitments into payments.
• Communicate courteously and ethically, following internal procedures, applicable collection laws, and data-protection requirements.

Requirements & Qualifications

• Diploma or bachelor’s degree in business administration, finance, accounting, economics, or a related discipline.
• At least two years of experience in debt recovery, credit control, accounts receivable, telesales, or another target-led role.
• Demonstrated ability to negotiate payment commitments and influence customers while maintaining professional relationships.
• Strong communication, interpersonal, follow-up, and negotiation skills.
• Sound numerical ability and careful record-keeping.
• Comfort using Microsoft Office; familiarity with CRM, collections, or accounting software is an advantage.
• Able to manage several accounts independently and stay focused on performance targets. Experience in commission-based or other performance-driven work is beneficial.

What We Offer / Why Join

Compensation is commission-based, with earnings tied to successful debt recoveries under the company’s approved commission structure.