About the Role
The Debt Settlement Executive is responsible for managing an assigned portfolio of delinquent accounts and driving successful debt recovery through effective communication, investigation, negotiation, and structured settlement solutions.
The role requires a results-driven and persistent approach, while maintaining professionalism and compliance throughout the recovery process. The Executive will work closely with debtors, clients, Operations, Accounts, and Management to maximize recovery and ensure accurate and timely case handling.
Key Responsibilities
1. Portfolio & Case Management
- Manage a portfolio of Domestic and Cross-Border (CBC) accounts from assignment through resolution.
- Review and prioritize cases based on outstanding balance, account age, debtor profile, and recovery potential.
- Develop an appropriate recovery strategy for each account and ensure consistent follow-up.
- Take ownership of assigned cases and work toward achieving individual and team collection targets.
2. Debtor Engagement & Debt Recovery
- Contact debtors through phone, email, written correspondence, and other approved communication channels.
- Clearly communicate outstanding obligations and work with debtors to identify realistic solutions.
- Follow up consistently on outstanding balances, payment commitments, and settlement arrangements.
- Handle challenging or sensitive conversations professionally while maintaining a solution-focused approach.
3. Skip Tracing & Account Investigation
- Conduct effective skip-tracing activities to identify updated contact details, addresses, employment information, and other relevant debtor information.
- Investigate delinquent accounts to understand the debtor's financial circumstances and recovery potential.
- Analyze available information to determine the most effective course of action for each case.
- Escalate cases requiring further investigation, legal action, or management intervention.
4. Negotiation & Settlement
- Negotiate payment arrangements, settlements, and structured repayment plans within approved company and client guidelines.
- Assess debtor proposals and identify solutions that balance recovery objectives with realistic payment capabilities.
- Secure clear payment commitments and monitor them through to completion.
- Take immediate action on broken or missed payment commitments.
- Identify opportunities to maximize recovery while protecting the company's and client's interests.
5. Field Collection Coordination
- Identify cases where a field visit may support recovery efforts.
- Coordinate field visits when sufficient location and contact information is available.
- Provide the relevant team with accurate case details and recovery objectives.
- Record and follow up on field visit outcomes.
6. CRM & Case Documentation
- Maintain complete and accurate records of all collection activities, including calls, emails, negotiations, promises to pay, settlements, payments, and follow-up actions.
- Ensure all case activities are updated in the CRM/ERP promptly and accurately.
- Maintain clear and professional case notes that allow management and clients to understand the status and history of each account.
- Ensure client portals are updated with accurate and detailed feedback.
7. Client & Internal Reporting
- Provide regular updates to the Team Leader/Manager on portfolio performance, significant cases, recovery challenges, and expected outcomes.
- Prepare accurate client reports and provide clear feedback on collection progress and case status.
- Coordinate with the Operations team regarding client requirements, escalations, and case developments.
- Escalate high-value, sensitive, or challenging accounts in a timely manner.
8. Collection & Financial Coordination
- Maintain accurate records of all amounts collected and settlement arrangements.
- Coordinate with the Accounts team to ensure Alwadi invoices are issued correctly against collected payments.
- Support the reconciliation of collected amounts with internal records and client information.
- Report any discrepancies or payment-related issues promptly.
9. Performance & Process Compliance
- Achieve assigned monthly collection and recovery targets.
- Monitor the performance of the assigned portfolio and take corrective action where recovery is below expectations.
- Maintain accurate and up-to-date collection and sales reports.
- Follow all approved collection procedures, client-specific requirements, and management instructions.
- Ensure all collection activities are conducted professionally, ethically, and in accordance with applicable regulations.
- Maintain strict confidentiality of debtor and client information.
Key Performance Indicators (KPIs)
- Monthly collection target achievement.
- Total value and volume of recovered accounts.
- Recovery rate across the assigned portfolio.
- Settlement conversion rate.
- Promise-to-pay fulfillment rate.
- Follow-up and case resolution efficiency.
- Skip-tracing success rate.
- Accuracy and timeliness of CRM/ERP updates.
- Quality and timeliness of client reporting.
- Portfolio aging and reduction of outstanding balances.
- Compliance with company and client procedures.
Candidate Profile
- 2–5 years of experience in debt collection, debt settlement, credit control, receivables, or a related field.
- Experience handling Domestic and/or Cross-Border collections is an advantage.
- Strong negotiation, persuasion, and communication skills.
- Confident and comfortable communicating with debtors by phone and written channels.
- Strong investigation, problem-solving, and follow-up skills.
- Target-driven with a strong focus on recovery results.
- Able to manage a large portfolio while maintaining accurate case records.
- Good working knowledge of CRM/ERP systems and Microsoft Office.
- Strong attention to detail and ability to prioritize workload effectively.
- Professional, resilient, persistent, and capable of handling difficult conversations.
- Good command of English is preferred, particularly for CBC accounts.