Collection Operations

• Conduct debt collection activities through digital channels including SMS, email, chat platforms, and outbound calls where applicable.

• Follow up on overdue accounts in line with agreed collection strategies and timelines.

• Negotiate payment commitments and guide customers on available repayment options.

• Update customer records accurately in the collection system after each interaction.

Customer Engagement

• Communicate with customers professionally, respectfully, and empathetically at all times.

• Address customer inquiries related to outstanding balances, payment methods, and due dates.

• Handle objections and concerns tactfully while working towards successful payment resolution.

• Escalate complex or sensitive cases to the Supervisor when required.

Compliance & Quality Assurance

• Adhere strictly to company policies, data privacy standards, and debt collection regulations.

• Ensure all communication complies with approved scripts and regulatory guidelines.

• Protect customer confidentiality and sensitive financial information at all times.

Performance & Reporting

• Achieve individual collection targets, including recovery rates and response timelines.

• Maintain accurate daily activity logs and collection records.

• Submit required daily or weekly performance updates to the Supervisor.

• Actively participate in coaching sessions and performance reviews.

Continuous Improvement

• Identify recurring customer issues and share insights with the Supervisor.

• Apply feedback and training to improve negotiation effectiveness and productivity.

• Support process improvements and adoption of new digital tools as introduced.

• Digital communication proficiency.

• Problem-solving and decision-making.

• Time management and organizational skills.

• Knowledge of debt collection laws and compliance standards.