The Debt Collection Officer is responsible for managing an assigned portfolio of overdue accounts, recovering outstanding debts, and achieving assigned collection targets. The role requires strong communication, negotiation, follow-up, and problem-solving skills, while maintaining professional and respectful relationships with clients and debtors.
Key Responsibilities
- Manage an assigned portfolio of overdue accounts and take proactive action to recover outstanding balances.
- Achieve and consistently meet monthly and individual collection targets.
- Review account records, payment history, and outstanding balances to determine the appropriate collection approach.
- Contact debtors through phone, email, written correspondence, and other approved communication channels to follow up on outstanding payments.
- Locate and verify updated debtor contact information when required.
- Assess the debtor's financial situation and negotiate suitable payment arrangements, settlement offers, or repayment plans within approved guidelines.
- Follow up on agreed payment commitments and ensure payments are received within the agreed timelines.
- Handle debtor inquiries, concerns, and complaints professionally and work toward practical resolutions.
- Investigate payment discrepancies, account issues, and disputes and coordinate with the relevant internal teams when necessary.
- Maintain accurate and up-to-date records of all collection activities, communications, promises to pay, and payment arrangements in the relevant system/database.
- Build professional and respectful relationships with debtors while maintaining a firm and results-oriented approach.
- Escalate high-risk, disputed, or non-responsive accounts to the Collection Manager as required.
- Identify accounts that may require legal escalation and ensure all required documentation and procedures are completed.
- Ensure all collection activities comply with applicable laws, regulations, company policies, and ethical collection standards.
- Prepare and provide regular updates on portfolio performance, collection progress, and challenging accounts.
- Work closely with the Collection Manager and relevant internal teams to improve recovery rates and resolve outstanding issues.
- Maintain confidentiality and protect all client and debtor information.
Requirements & Qualifications
- Bachelor's degree in Business Administration, Finance, Accounting, Law, or a related field.
- Minimum 3 years of relevant experience in debt collection, credit control, accounts receivable, or a similar role.
- Proven track record of working against collection targets and achieving measurable results.
- Good understanding of debt collection practices and relevant legal and regulatory requirements.
- Good working knowledge of Microsoft Office and database/ERP systems.
- Excellent verbal and written communication skills.
- Strong negotiation, persuasion, and conflict-resolution skills.
- Strong follow-up and account-management abilities.
- Ability to handle difficult conversations professionally while remaining confident, respectful, and empathetic.
- Strong attention to detail and ability to maintain accurate records.
- Ability to prioritize and manage multiple accounts within tight deadlines.
- Self-motivated, resilient, and results-oriented.
- Strong sense of responsibility, integrity, and confidentiality.
- Willingness to learn and continuously improve collection techniques and processes.
Key Competencies
- Collection & Recovery Skills
- Negotiation & Persuasion
- Communication & Active Listening
- Problem Solving
- Target Orientation
- Follow-up & Time Management
- Conflict Management
- Attention to Detail
- Professionalism & Integrity
- Resilience & Accountability
Performance Indicators
Success in this role will be measured primarily through:
- Monthly collection target achievement.
- Recovery rate and amount collected.
- Number and value of accounts successfully resolved.
- Promise-to-pay conversion and fulfillment rate.
- Quality and accuracy of system updates and documentation.
- Timely follow-up on assigned accounts.
- Compliance with company policies and applicable regulations.