Debt Recovery Agent

Key Responsibilities

• Portfolio Management – Manage and actively work on all assigned delinquent accounts
• Customer Contact – Make consistent calls, send messages, and engage customers to secure payment.
• Collections – Achieve assigned daily, weekly, and monthly collection targets.
• PTP Management – Obtain genuine Promises to Pay (PTPs) and follow up until payment is received.
• Account Prioritization – Focus on high-value, high-risk, and aging/defaulted accounts.
• Negotiation – Understand the customer's situation and negotiate realistic payment arrangements within company policy.
• Follow-up – Maintain consistent follow-up on broken PTPs, pending payments, and difficult-to-reach customers.
• Accurate Reporting – Maintain accurate records of customer interactions, commitments, payments, and account status.
• Pipeline Generation – Build a genuine daily collection pipeline based on actual customer commitments.
• Compliance – Follow collection SOPs, company policies, and applicable regulations.
• Customer Relationship Management – Remain professional, respectful, and solution-oriented while pursuing payment.
• Escalation – Escalate difficult, fraudulent, disputed, or high-risk accounts appropriately.
• Performance Accountability – Meet agreed KPIs for collections, calls, interactions, PTPs, and account resolution.