Contact Centre Agents at Careers Verified

The Contact Centre Agents will be responsible for contacting customers with overdue accounts, negotiating repayment terms, and ensuring timely recovery of outstanding debts. This role requires excellent communication skills, persistence, and the ability to handle sensitive financial conversations professionally while maintaining the company’s reputation.

Key Responsibilities

• Make outbound calls to customers with overdue accounts to recover outstanding debts.
• Respond to inbound calls and provide account information, repayment options, and payment arrangements.
• Negotiate repayment schedules and settlements in line with company policies.
• Update customer records and recovery progress on the CRM system in real time.
• Follow up on broken promises to pay and ensure resolution of payment issues.
• Provide debt status reports and escalate difficult cases to the Recovery Supervisor/Manager.
• Maintain a high level of professionalism and empathy during customer interactions.
• Adhere to regulatory, compliance, and data protection guidelines.
• Meet daily, weekly, and monthly recovery targets.

Key Requirements

• Education: Minimum OND/HND; Bachelor’s Degree is an advantage.
• Experience: At least 1 year in debt recovery, collections, or contact centre operations.
• Excellent verbal communication and negotiation skills.
• Strong problem-solving and persuasion skills.
• Ability to work under pressure and meet strict targets.
• Proficient in Microsoft Office and CRM tools.
• Fluency in English; knowledge of local languages is an added advantage.