The Collections Representative helps the client recover outstanding payments on customer accounts, including credit cards, loans, and overdrawn accounts. In this role, you will review assigned customer accounts, make outbound calls, and work directly with customers to set up clear, manageable payment plans. We are looking for reliable team players with strong communication and negotiation skills, and the confidence to negotiate solutions that help both the customer and the client.
Roles and Responsibilities
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Outreach & Negotiation: Initiate contact with customers via phone, email, and digital channels to address overdue balances and negotiate structured, compliant payment plans.
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Portfolio Analysis: Review account histories and payment trends to identify root causes of default and determine appropriate treatment options to cure delinquencies.
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De-escalation & Resolution: Manage challenging customer interactions with composure and professionalism, employing effective problem-solving techniques to reach mutually beneficial resolutions.
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Account Documentation: Maintain detailed, accurate, and audit-compliant records of all customer communications, payment agreements, and follow-up schedules in the client’s system.
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Performance Achievement: Consistently meet or exceed established operational targets, including contact rates, account coverage, schedule adherence, and financial recovery goals.
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Risk & Legal Escalation: Identify high-risk or non-responsive accounts and escalate them to the Team Lead for potential legal action or collateral recovery in accordance with client policy.
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Regulatory Compliance: Adhere strictly to institutional guidelines, debt collection regulations, quality assurance standards, and customer privacy laws.
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Execute additional operational and administrative tasks as assigned by department leadership.
Qualifications and Experience
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Academic Credentials: Successful completion of a minimum of 5 CXC/CSEC subjects (or equivalent), including English A and Mathematics.
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Prior Collections Experience: Minimum 1 year in collections, recovery, or financial services preferred.
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Technical Aptitude: Strong computer literacy with the ability to quickly navigate and manipulate collections software platforms.
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Work Arrangement: Ability to work full-time on-site in a fast-paced environment.
Essential Knowledge, Skills, and Abilities
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Professional Communication: Excellent verbal and written communication skills with clear enunciation, professional phone demeaner, and strong active listening ability.
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Negotiation & Persuasion: Proven ability to manage difficult conversations, overcome debtor objections, and secure firm payment commitments (Promises to Pay).
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Tactical De-escalation: Ability to remain calm and authoritative under pressure while asking targeted questions to assess customer financial circumstances.
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Numerical & Analytical Acumen: Strong mental math skills to quickly calculate percentages (e.g., 10%, 20%, 30% settlement or payment options) alongside accurate calculator usage for complex figures.
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Workload Prioritization: Capability to segment and organize assigned accounts to focus efforts on high-priority and time-sensitive delinquencies.
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Concurrent Data Entry: Strong multitasking skills to document comprehensive account notes in real time during customer calls without compromising handling efficiency.
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Resilience & Target Orientation: Demonstrates emotional resilience when handling challenging customer conversations while maintaining professionalism, empathy, and a focus on achieving daily collection and performance goals.
HGS is committed to providing an inclusive and barrier-free work environment, starting with the hiring process. If you are contacted by HGS Jamaica regarding a job opportunity, please advise if you have any restrictions that need to be accommodated. All information received in relation to accommodation will be kept confidential.
You will be required to pass preemployment tests and interviews. Our initial screening may include Artificial Intelligence assessments.
