Collection Officer

Responsibilities:

• Proactively reach out to customers via phone, email, and letters regarding overdue loan repayments.
• Negotiate repayment arrangements based on customers' financial circumstances.
• Maintain accurate records of all interactions and payment agreements in the collections system.
• Speak clearly and professionally with customers across the UK, demonstrating strong verbal communication skills.
• Handle objections, disputes, and complaints with patience and problem-solving skills.
• Provide clear explanations of debt obligations and available repayment options.
• Ensure all collections activities follow FCA guidelines, Consumer Duty regulations, and Data Protection laws (GDPR).
• Treat customers fairly, identify vulnerable customers, and escalate cases where necessary.
• Stay updated on industry regulations and company policies.
• Meet and exceed monthly collection targets while maintaining high customer service standards.
• Work efficiently within a structured dialler/CRM system to manage caseloads.
• Minimise bad debt by securing sustainable payment plans.
• Provide regular updates on recovery progress to management.
• Work closely with internal teams (legal, compliance, and customer support) to resolve complex cases.

Requirements:

• At least 1-2 years in debt collections (essential) – or experience in financial services (loans, credit, banking, or customer service in a financial setting).
• Candidate must Reside on the Island part of Lagos
• Excellent spoken English – articulate, professional, and confident in handling difficult conversations.
• Strong negotiation and active listening skills.
• Proficient in collections software/dialler systems (training provided if needed).
• Basic Microsoft Office (Excel, Outlook).
• Resilient and able to work in a target-driven environment.
• Empathetic yet assertive in negotiations.
• Strong attention to detail and compliance awareness.