Debt Collector

Position Summary The Debt Collector is responsible for managing assigned delinquent accounts in a professional, ethical and customer-focused manner. The role contacts customers to understand repayment challenges, negotiates practical repayment arrangements, monitors adherence to agreed terms, and maintains complete records of all collection activity. The role also supports timely resolution of discrepancies, complaints and escalations, while helping the business meet collection objectives and maintain strong customer relationships. Key Responsibilities Account Management and Portfolio Monitoring

Maintain an accurate view of assigned accounts, balances, arrears status, payment history and agreed repayment arrangements.

Prioritize collection activity based on account risk, aging, customer circumstances and business objectives.

Monitor accounts to confirm adherence to repayment plans and take timely follow-up action where commitments are missed. Customer Contact and Negotiation

Locate and contact customers with overdue accounts using approved communication channels and in line with internal standards.

Engage customers tactfully and professionally to understand reasons for default and discuss available repayment options.

Negotiate fair and workable repayment plans, ensuring terms are clearly recorded and communicated to the customer. Documentation, Reporting and Escalation

Record all customer contact, repayment commitments, payments received, failed commitments and next steps in the designated tracking system.

Prepare statements, account summaries and supporting documentation required to support collection activity and customer follow-up.

Escalate disputes, complaints, discrepancies, suspected irregularities or high-risk accounts in accordance with established procedures. Decision Support and Compliance

Make appropriate day-to-day follow-up decisions within delegated authority and internal guidelines.

Recommend repayment schedules, settlement options or further action to Management where required.

Conduct all collection activity with confidentiality, professionalism, fairness and respect, and in accordance with applicable policies, procedures and regulatory requirements. Qualifications and Experience

Minimum English Language and Mathematics CXC or equivalent certification.

Proficiency in Microsoft Suite e.g. Word and Excel; experience using customer/account tracking systems would be an asset.

Business experience, or an equivalent combination of education and experience, preferably in credit, collections, banking, customer service or a related environment.

Sound knowledge of collection procedures, account follow-up practices and customer relationship management. Working Conditions

May be required to work occasional overtime to meet business deadlines or collection objectives.

Requires regular telephone, written and system-based interaction with customers and internal stakeholders.

Handles sensitive customer and account information and must maintain confidentiality at all times.