Collection Specialist - SEVEN

Job Purpose :

To execute collection activities across early, mid, and late delinquency stages by contacting customers, negotiating repayment plans, and ensuring accurate documentation of recovery efforts. The Collection Specialist plays a critical role in reducing delinquency and minimizing credit loss while maintaining professional and compliant interactions with customers. The role supports daily operational targets and contributes to achieving the company’s recovery goals.

Job Responsibilities:

• Contact delinquent customers via phone, SMS, email, and other channels to collect outstanding dues.
• Negotiate payment plans, settlements, or rescheduling agreements in line with policy guidelines.
• Update collection system records with accurate call notes, payment promises, and outcomes.
• Follow up with customers on broken promises and non-responses.
• Identify reasons for non-payment and propose tailored solutions to encourage recovery.
• Escalate high-risk, non-responsive, or disputed cases to the Collection Supervisor.
• Maintain professionalism, empathy, and compliance during all customer interactions.
• Adhere to collection scripts, call handling procedures, and regulatory communication standards.
• Monitor own performance against daily, weekly, and monthly recovery targets.
• Coordinate with internal teams (Legal, Customer Service) to resolve account issues or complaints.
• Participate in regular training sessions to enhance communication and negotiation skills.
• Flag potential fraud, deceased cases, or legal concerns for further review.
• Support reporting by logging activity data and follow-ups.
• Suggest process improvements based on recurring customer feedback or system gaps.
• Manage high-volume call queues effectively to optimize coverage.

Job Requirements :

• Bachelor’s degree in Finance, Accounting, Business Administration, or Law.
• From 0 to 2 years of experience in collections or recovery in financial services • Experience with external agencies and legal recovery cases.
• Strategic collections planning and execution .
• Negotiation, conflict resolution, and customer communication .
• Familiarity with legal and regulatory frameworks in collections .
• Analytical mindset and data-driven decision making .
• Strong leadership and performance management .
• Good Command of English