QUALIFICATIONS:

• High school diploma or equivalent; a bachelor’s degree is a plus.
• Proven experience in collections, customer service, or a related field.
• Strong negotiation, communication, and interpersonal skills.
• Ability to remain professional and calm under pressure.
• Familiarity with debt collection laws and regulations.
• Proficient in using CRM systems and Microsoft Office Suite (Excel, Word, Outlook).
• Attention to detail and good organizational skills.

PREFERRED SKILLS:

• Experience handling both B2B (business-to-business) and B2C (business-to-customer) collections.

• Knowledge of credit reporting practices.

JOB PURPOSE:

The Collection Agent is responsible for contacting customers to recover overdue payments, negotiating payment plans where necessary, maintaining accurate records, and ensuring that collections are made in compliance with company policies and legal regulations.

KEY RESPONSIBILITIES:

• Contact customers via phone, email, and other communication channels to collect outstanding payments.
• Negotiate repayment plans and ensure commitments are honored.
• Maintain detailed and accurate records of all collection activities and customer interactions.
• Review account status and resolve billing discrepancies.
• Work closely with internal departments (e.g., Sales, Customer Service) to resolve customer issues related to billing or service.
• Recommend accounts for escalation, legal action, or write-off as necessary.
• Meet individual and team collection targets and KPIs.
• Ensure compliance with all company policies, industry regulations, and legal requirements during collection activities.
• Provide regular updates and reports to the Collection Supervisor/Manager.