Collections Officer

Job Summary

The Collections Officer will be responsible for early-stage customer collections and delinquency resolution across Seamless Embedded Finance portfolio. The primary objective is to intervene quickly when scheduled repayments fail, understand the reason for non-payment and help customers return their accounts to good standing before they progress into more serious delinquency. This is primarily a telephone and digital collections role, supported by structured customer queues, repayment information and defined collections strategies.

Job Details

Key Responsibilities

Early-Stage Collections

• Contact customers immediately following failed or missed repayments.
• Manage assigned daily collections queues according to agreed priorities and SLAs.
• Establish the reason for non-payment and agree appropriate next steps with customers.
• Secure and monitor promises-to-pay.
• Follow up consistently until accounts are cured or meet defined escalation criteria.
• Support customers in accessing available alternative repayment channels.

Payroll & Employment Exceptions

• Contact customers whose expected payroll deductions were not received.
• Identify whether missed collections result from salary timing, employment exit, insufficient salary, payroll issues or other circumstances.
• Escalate employer/payroll-related issues for investigation.
• Support customers who have changed employers or left payroll in transitioning to alternative repayment arrangements.

Delinquency Management

• Manage accounts across assigned early-stage delinquency buckets.
• Escalate accounts according to established treatment and recovery rules.
• Identify customers requiring alternative repayment arrangements or specialist intervention.
• Refer qualifying accounts for later-stage/external recovery according to agreed procedures.

Customer Communication

• Maintain professional, respectful and compliant communication with customers.
• Clearly explain outstanding obligations, repayment options and consequences of continued delinquency.
• Use approved telephone, WhatsApp/SMS, email and other communication channels.
• Maintain accurate records of all customer interactions and agreed actions.

Data & Reporting

• Record collection outcomes, customer responses, promises-to-pay and reason codes accurately.
• Maintain complete and current account notes.
• Provide insight into recurring causes of repayment failure.
• Flag unusual customer, employer or repayment patterns to the Portfolio Performance & Collections Lead.
• Support portfolio and collections reporting as required.

Key Performance Indicators

Performance will be assessed primarily on outcomes rather than activity volumes, including:

• Cure rate
• Amount collected / recovered
• Promise-to-pay kept rate
• Contact-to-payment conversion
• Early-stage roll rate
• Speed to first contact following failed repayment
• Resolution of payroll-break cases
• Collections queue/SLA adherence
• Accuracy and completeness of account records
• Quality/compliance of customer interactions

Call volumes may be monitored operationally but will not be treated as the primary measure of collections effectiveness.

Requirements

• 2 – 4 years' experience in collections, consumer lending, loan operations, customer recovery or a related financial-services role.
• Experience in fintech, digital lending, microfinance or retail banking is preferred.
• Strong telephone communication and negotiation skills.
• Comfortable handling difficult customer conversations professionally.
• Good numerical and problem-solving ability.
• Strong attention to detail and record keeping.
• Comfortable using CRM, collections or loan-management systems.
• Ability to work with daily targets and structured queues while maintaining customer-treatment standards.

What We Are Looking For

We want people who are persistent without being aggressive.

A strong collections officer should be able to understand why a repayment failed, determine the most appropriate route to cure it and maintain disciplined follow-up until the account is resolved.

The objective is not simply to make calls. It is to get customers back to performing status as early as possible and prevent avoidable losses.

About Company

SeamlessHR

https://seamlesshr.com/

SeamlessHR.com Limited is an equal opportunity employer and we offer employment based on merit. We do not discriminate on the grounds of age, gender, race, disability, sexual orientation, and religion/belief. Our work environment is fun, fast-paced, dynamic and collaborative with a team of passionate and talented Seamstars. We love what we do and we work hard (we also play hard) to deliver the best technology solutions to our clients. We are driven by the following core values - Excellence, Judgment, Innovation, Communication, Candour, Selflessness, Thirst, Responsibility & Initiative. If this resonates with you, join us and be a part of our journey to building a healthy unicorn.