Debt Recovery Agent

Job Summary

The Debt Recovery Agent is responsible for contacting customers with outstanding balances to negotiate payments, arrange repayment plans, resolve account discrepancies, and ensure timely and compliant recovery of overdue debts. The role requires strong communication skills, attention to detail, and the ability to handle sensitive financial conversations professionally.

Key Responsibilities

Contact customers via phone, email, SMS, or written correspondence regarding overdue accounts.

Negotiate and establish suitable payment arrangements or settlement plans based on company policy.

Update and maintain accurate records of interactions, agreements, and outcomes in the CRM or collections system.

Investigate and resolve account disputes or discrepancies by liaising with internal teams (billing, customer service, sales).

Follow up on broken promises-to-pay and escalate complex cases when necessary.

Educate customers about debt obligations, payment options, and consequences of non-payment.

Meet daily, weekly, and monthly performance targets (collections, call volume, recovery rate, etc.).

Ensure compliance with relevant laws, regulations, and company policies (e.g., FDCPA, data protection, privacy guidelines).

Recommend accounts for legal action, write-off, or further recovery steps when appropriate.

Provide excellent customer service while maintaining firmness in negotiations.

Skills & Qualifications

Required:

High school diploma or equivalent; additional education is a plus.

Experience in debt collection, customer service, credit control, or call center operations.

Strong verbal communication and negotiation skills.

Ability to work with confidential information responsibly.

Computer literacy, including CRM systems and basic data entry.

High level of resilience, patience, and professionalism.

Preferred:

Knowledge of debt collection regulations and industry standards.

Multilingual abilities.

Experience in financial services or high-volume contact environments.

Key Competencies

Negotiation & persuasion

Active listening

Problem-solving

Time management

Conflict resolution

Attention to detail

Emotional intelligence

Team collaboration

Performance Metrics

Recovery rate / Amount collected

Promise-to-pay kept rate

Call quality and compliance scores

Number of accounts resolved

Timeliness and accuracy of case updates

Customer satisfaction where applicable