Debt Collection Officer

The Debt Collection Officer is responsible for managing an assigned portfolio of overdue accounts, recovering outstanding debts, and achieving assigned collection targets. The role requires strong communication, negotiation, follow-up, and problem-solving skills, while maintaining professional and respectful relationships with clients and debtors.

Key Responsibilities

• Manage an assigned portfolio of overdue accounts and take proactive action to recover outstanding balances.
• Achieve and consistently meet monthly and individual collection targets.
• Review account records, payment history, and outstanding balances to determine the appropriate collection approach.
• Contact debtors through phone, email, written correspondence, and other approved communication channels to follow up on outstanding payments.
• Locate and verify updated debtor contact information when required.
• Assess the debtor's financial situation and negotiate suitable payment arrangements, settlement offers, or repayment plans within approved guidelines.
• Follow up on agreed payment commitments and ensure payments are received within the agreed timelines.
• Handle debtor inquiries, concerns, and complaints professionally and work toward practical resolutions.
• Investigate payment discrepancies, account issues, and disputes and coordinate with the relevant internal teams when necessary.
• Maintain accurate and up-to-date records of all collection activities, communications, promises to pay, and payment arrangements in the relevant system/database.
• Build professional and respectful relationships with debtors while maintaining a firm and results-oriented approach.
• Escalate high-risk, disputed, or non-responsive accounts to the Collection Manager as required.
• Identify accounts that may require legal escalation and ensure all required documentation and procedures are completed.
• Ensure all collection activities comply with applicable laws, regulations, company policies, and ethical collection standards.
• Prepare and provide regular updates on portfolio performance, collection progress, and challenging accounts.
• Work closely with the Collection Manager and relevant internal teams to improve recovery rates and resolve outstanding issues.
• Maintain confidentiality and protect all client and debtor information.

Requirements & Qualifications

• Bachelor's degree in Business Administration, Finance, Accounting, Law, or a related field.
• Minimum 3 years of relevant experience in debt collection, credit control, accounts receivable, or a similar role.
• Proven track record of working against collection targets and achieving measurable results.
• Good understanding of debt collection practices and relevant legal and regulatory requirements.
• Good working knowledge of Microsoft Office and database/ERP systems.
• Excellent verbal and written communication skills.
• Strong negotiation, persuasion, and conflict-resolution skills.
• Strong follow-up and account-management abilities.
• Ability to handle difficult conversations professionally while remaining confident, respectful, and empathetic.
• Strong attention to detail and ability to maintain accurate records.
• Ability to prioritize and manage multiple accounts within tight deadlines.
• Self-motivated, resilient, and results-oriented.
• Strong sense of responsibility, integrity, and confidentiality.
• Willingness to learn and continuously improve collection techniques and processes.

Key Competencies

• Collection & Recovery Skills
• Negotiation & Persuasion
• Communication & Active Listening
• Problem Solving
• Target Orientation
• Follow-up & Time Management
• Conflict Management
• Attention to Detail
• Professionalism & Integrity
• Resilience & Accountability

Performance Indicators

Success in this role will be measured primarily through:

• Monthly collection target achievement.
• Recovery rate and amount collected.
• Number and value of accounts successfully resolved.
• Promise-to-pay conversion and fulfillment rate.
• Quality and accuracy of system updates and documentation.
• Timely follow-up on assigned accounts.
• Compliance with company policies and applicable regulations.

Work Location: Remote