Call Centre Agent (Senior Associate) - Collections
Core
Senior associate handling inbound and outbound calls to manage debt recovery, resolve customer complaints, and ensure compliance while improving customer experience.
Role type
Senior IC collections agent
Builds
Debt recovery outcomes and compliant customer resolution plans
Domain
Financial Services / Collections
Deliverable
client delivery
Required skills
Empathy, active listening, numerical analysis, multitasking, system navigation, conflict resolution, regulatory compliance adherence
Preferred skills
Insurance industry experience, international contact centre experience
Technologies
Contact centre systems, billing systems
Responsibilities
Proactively engage customers via telephone and written communication to support collections; resolve customer complaints professionally while maintaining compliance; manage both inbound enquiries and outbound calls; maintain accurate customer information across systems; collaborate with internal teams and external stakeholders to support debt recovery.
Seniority
Senior, hands-on IC