Contact Centre Officer (Collections) at Careers Verified

At Careers Verified, we go beyond narrowly defined client’s issues, we create opportunities for our clients, candidates, colleagues, collaborators, and the community. Through a network of diversified but highly complementary line of business, we help organizations find critical talent, access cutting-edge advice and get the innovative support they require to grow in a challenging market. We partner with businesses and organizations of varying size and structure across diverse sectors, such as Oil and Gas, Engineering, Finance, Telecom, FMCG, Legal, Technology, Healthcare, Travel and Aviation etc. to enhance business performance and to optimize for growth to achieve exceptional results.

Job Title: Contact Centre Officer (Collections)

Location: Lagos

Employment Type: Full-time

Job Description

• The Contact Centre Officer – Collections is responsible for contacting customers with overdue accounts to negotiate payment arrangements, recover outstanding debts, and provide solutions to help customers manage their financial obligations.
• The role requires strong communication skills, problem-solving abilities, and a customer-focused approach to ensure a positive experience while achieving collection targets.

Key Responsibilities
Debt Collection & Account Management:

• Contact customers via phone, email, and SMS to remind them of outstanding payments.
• Negotiate and establish payment arrangements that align with company policies and customer circumstances.
• Follow up on agreed payment plans to ensure compliance and address any missed payments.
• Maintain accurate and up-to-date records of all interactions and payment commitments in the system.

Customer Engagement & Support:

• Provide exceptional customer service while maintaining a firm yet empathetic approach to collections.
• Educate customers on their financial obligations, available payment options, and possible consequences of non-payment.
• Assist customers in resolving disputes or misunderstandings related to their accounts.
• Identify and escalate hardship cases for further assistance or alternative solutions.

Compliance & Risk Management:

• Ensure all collection activities adhere to company policies, legal regulations, and industry best practices.
• Maintain confidentiality and security of customer information.
• Recognize potential fraudulent activities and report them to the relevant department.

Performance & Reporting:

• Achieve individual and team collection targets and key performance indicators (KPIs).
• Provide regular updates on collection progress and challenges to supervisors.
• Participate in team meetings, training, and coaching sessions to improve performance.

Requirement

• Candidates should possess a Bachelor’s Degree / HND or OND qualification.

Key Skills & Competencies:

• Strong Communication & Negotiation: Ability to handle difficult conversations professionally and influence positive payment outcomes.
• Customer-Centric Approach: Empathetic, patient, and able to balance customer needs with business objectives.
• Problem-Solving: Ability to assess customer situations and offer tailored solutions.
• Attention to Detail: Accurate record-keeping and adherence to processes.
• Resilience & Persistence: Ability to manage high volumes of calls and stay motivated in a challenging environment.
• Tech-Savvy: Proficiency in CRM systems, call center software, and Microsoft Office Suite.

Application Closing Date
31st March, 2025.

How to Apply: Interested and qualified candidates should send their Resume to: [email protected] using the job title as the subject of the email.