Debt Recovery Agent

The Digital Debt Recovery & Collections Agent is responsible for recovering overdue payments through high-volume outbound calls and digital channels by engaging customers, negotiating repayment solutions, and securing payment commitments.

The role requires strong sales and negotiation skills, emotional resilience, and the ability to influence customer behaviour while delivering a professional, compliant, and customer-focused collections experience.

Key Responsibilities

Debt Recovery & Collections

1. Conduct high-volume outbound collection calls to customers with overdue loans, subscription fees, or other outstanding obligations.
2. Contact customers through multiple digital channels, including phone calls, SMS, WhatsApp, email, and other approved communication platforms.
3. Recover outstanding balances by negotiating payment commitments, repayment plans, and settlements within approved authority limits.
4. Follow up consistently on payment promises and resolve broken payment commitments.
5. Prioritize accounts based on delinquency levels, risk profiles, and recovery opportunities.

Customer Engagement & Negotiation

1. Build rapport quickly and engage customers in productive conversations.
2. Understand the reasons for non-payment and determine the most appropriate collection strategy.
3. Apply persuasive sales and negotiation techniques to encourage immediate payment or realistic repayment commitments.
4. Effectively handle objections while maintaining professionalism, empathy, and a solutions-oriented approach.
5. Educate customers on their repayment obligations, available payment options, and the consequences of continued delinquency.

6. Deliver every interaction with confidence, respect, and professionalism to maintain positive customer relationships.

Account Management

1. Maintain accurate records of all customer interactions, payment commitments, and collection activities within the collections management system.
2. Monitor customer payment behaviour and recommend appropriate follow-up actions.
3. Escalate high-risk, disputed, fraudulent, or legal cases to the appropriate internal teams.
4. Collaborate with Customer Experience, Risk, Finance, and Legal teams to resolve issues impacting repayment.

Compliance & Quality

1. Ensure all collection activities comply with company policies, regulatory requirements, and applicable consumer protection laws.
2. Protect customer information by adhering to data privacy and confidentiality standards.
3. Maintain high-quality customer interactions that uphold the company’s reputation and brand values.

Qualifications & Experience

Education

• Diploma or Bachelor’s degree in Business Administration, Banking, Finance, Marketing, Economics, Communications, or a related field.

Experience

• Minimum of 1–3 years’ experience in debt recovery, collections, telesales, customer retention, call centre operations, or sales.
• Experience within fintech, digital lending, banking, telecommunications, insurance, or subscription-based businesses is an added advantage.

Required Skills & Competencies

Sales & Negotiation

• Strong sales, persuasion, and negotiation skills with the ability to influence customers and secure payment commitments.
• Confident in handling objections and closing payment arrangements.
• Results-driven with a strong focus on achieving recovery targets.

Communication

• Excellent verbal communication and active listening skills.
• Ability to communicate clearly, confidently, and professionally with customers from diverse backgrounds.
• Fluency in English; proficiency in one or more Ghanaian languages (e.g., Twi, Ga, Ewe, Fante, Dagbani) is an advantage.

Emotional Intelligence & Resilience

• High level of emotional intelligence with the ability to manage challenging conversations calmly and professionally.
• Resilient and mentally strong, with the ability to remain motivated despite repeated objections or refusals.
• Ability to distinguish between customers experiencing genuine financial hardship and those intentionally avoiding repayment, and adapt collection approaches accordingly.
• Persistent, patient, and composed under pressure.

Problem Solving & Decision-Making

• Ability to assess customer circumstances and recommend appropriate repayment solutions.
• Sound judgment in resolving customer issues within approved guidelines.
• Strong analytical skills and attention to detail.

Digital Proficiency

• Proficient in Microsoft Office applications.
• Experience using CRM systems, collections software, and digital communication platforms.
• Comfortable working with multiple digital tools simultaneously.

Behavioural Attributes

The successful candidate will demonstrate:

• Strong integrity and professionalism.
• Excellent persuasion and influencing skills.
• High resilience and perseverance.
• Emotional maturity and self-discipline.
• Confidence and assertiveness without being aggressive.
• Customer-focused mindset with strong commercial awareness.
• Accountability and ownership of results.
• Adaptability and the ability to think on their feet.
• Strong organisational and time management skills.

What Success Looks Like

A successful Digital Debt Recovery & Collections Agent combines the confidence of a skilled salesperson with the discipline of a collections professional. They consistently achieve recovery targets by understanding customer behaviour, tailoring their approach to different situations, and using persuasive communication to influence timely repayments.

Whether engaging a customer who has forgotten to repay a loan, is experiencing temporary financial difficulty, or is deliberately avoiding payment, the agent remains professional, persistent, and solution-oriented. By balancing empathy with firmness and adhering to ethical collection practices, they maximize recoveries while protecting the company’s reputation and fostering positive customer relationships.