Collections Agent Job Description

When outstanding consumer debt goes unmanaged, arrears escalate, and regulators take notice of poor outcomes for vulnerable customers. Recovery without compliance is not recovery at all. The Collections Agent recovers arrears through telephone and written contact, applying due diligence tools such as skip traces and judgment enforcement searches while operating within a regulated financial services environment governed by bodies such as the FCA, ICO, and FLA. Performance is tracked against KPIs and service level agreements rather than call volume alone.

Collections Agents in financial services are accountable for recovering customer arrears while keeping every repayment arrangement compliant with regulatory and company policy requirements across a regulated lending environment. Working within the collections function, the role coordinates with supervisors, legal contacts, and external debt advisory partners to safeguard fair outcomes for customers in financial difficulty.

Career Impact: Building expertise in regulated debt recovery, including FCA-aligned compliance practices and structured negotiation skills, strengthens credibility for future roles in financial services collections leadership.

Business Impact: Every compliant repayment arrangement set protects both customer outcomes and the organization's regulatory standing in a closely monitored industry.

Growth Opportunity: Consistent performance against KPIs and SLAs opens a clear path toward senior collections or supervisory positions.

• Own the recovery of outstanding customer arrears through telephone and written communication, negotiating repayment arrangements tailored to each customer's circumstances.
• Audit account details using due diligence tools such as skip traces, database records, and enforcement searches to verify recovery options.
• Liaise with legal contacts, debt advisory groups, and insolvency practitioners to secure appropriate outcomes on complex or vulnerable cases.
• Review and update account records, database notes, and file information to maintain complete and accurate reporting.
• Monitor and adhere to regulatory and company compliance requirements, including data protection and anti-money laundering principles, throughout recovery.
• Coordinate customer correspondence across telephone, email, live chat, and written channels to resolve outstanding account balances.
• Support achievement of individual and team KPIs and service level agreements through consistent, targeted recovery activity.
• Guide customers experiencing financial difficulty toward suitable repayment options, referral resources, and administrative support.

• High school diploma or equivalent work experience, or an equivalent combination of education and experience.
• 1 or more years of collections or debt recovery experience within a regulated financial services environment.
• Excellent written and oral communication skills, with the ability to interact professionally across telephone, email, and written channels.
• Strong customer service orientation, remaining calm, professional, and empathetic when supporting customers experiencing financial difficulty.
• Computer literacy, including comfort using standard office software, account management systems, and online communication tools.
• Ability to work effectively both independently and as part of a collaborative, target-driven team environment.
• Ability to negotiate fair and sustainable repayment arrangements that reflect each customer's financial circumstances.
• Results orientation, with a track record of meeting individual and team recovery or performance targets.

• Familiarity with financial services regulatory requirements, such as FCA, ICO, or FLA guidelines, along with data protection and anti-money laundering principles.
• Fluency in French, an asset for supporting a broader and more diverse range of customers and cases.
• Strong attention to detail, with the ability to identify and correct account or file errors quickly.
• Composure and sound judgment when managing difficult, sensitive, or emotionally charged customer conversations.

• Monthly collections recovery rate, reflecting arrears successfully resolved through direct customer contact.
• SLA and KPI adherence rate, measuring consistency against departmental service standards.
• Repayment arrangement breach rate, showing how many agreed plans hold without failure.
• Compliance audit pass rate, reflecting adherence to regulatory recovery standards.
• Average call handling time, indicating efficiency in resolving customer contacts.
• Typical tools: office software (commonly Microsoft Word or Excel); communication platforms (commonly Outlook).

• Base Salary Range: $35,000 to $45,000 per year, depending on location, experience, and industry segment
• Bonus: Performance-based monthly or quarterly bonus tied to recovery targets
• Equity: Not typically offered for this role
• Health Benefits: Medical, dental, and vision insurance, often available after a waiting period
• PTO: Typically 10 to 15 days of paid time off annually, plus holidays
• Common Perks: Flexible scheduling, performance incentives, and opportunities for internal advancement

Figures are estimates based on general US market benchmarks and may be outdated. Adjust based on location, company size, and seniority level.

Employment with this organization is contingent upon successful completion of a background check and, where applicable, a review of credit history relevant to the financial services environment. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, age, disability, or any other characteristic protected by federal, state, or local law. Reasonable accommodation is available for applicants with disabilities upon request. Candidates must be authorized to work in the United States.

The Collections Agent owns communication with debtors across financial institution systems, preparing payment arrangement letters and managing debtor file deadlines to prioritize recovery based on rate of return. Reporting to the collections team, the Collections Agent coordinates with clients and lawyers to fulfill reporting requirements while ensuring the accuracy of file information.

Key Responsibilities

• Extract and analyze data from financial institution systems, including online highways, for communication with debtors.
• Conduct phone calls with debtors, including inbound and outbound calls.
• Prepare payment arrangement letters and communicate with team members to confirm next steps.
• Manage debtor and file-related deadlines, and prioritize files based on rate of recovery.
• Review due diligence related to recovery and enforcement of debt, including skip traces, Equifax reports, searches regarding sale of land under execution, judgment enforcement, and garnishment or seizure.
• Ensure the accuracy and completeness of file information for clients.
• Coordinate all reporting requirements for clients and lawyers.

Required Qualifications

• High school diploma or equivalent.
• Experience in a collections environment, loan workout, or past-due account collections and loss mitigation is preferred.
• Strong knowledge of cellular industry concepts, products, services, policies, and collections practices and procedures.
• Effective use of MS Office, MS Excel, and the Internet.
• Previous experience working in customer service.
• Experience working in debt recovery is considered a significant asset.
• Technical proficiency with Outlook and Microsoft Suite, and aptitude for learning new computer programs quickly.
• Strong ability to manage time and demonstrated ability to handle multiple priorities in a deadline-driven work environment.
• Ability to achieve financial and other specified targets.
• Ability to think critically, solve problems, and make judgment calls.
• Strong aptitude for client service by using superior communication skills.
• Propensity for contributing to a positive and collaborative environment.
• Proven ability to be self-motivated and accomplish work efficiently with little supervision.

Embedded within the cellular and collections industry, the Collections Agent delivers outbound and inbound contact with customers to resolve payment issues, account adjustments, and past-due collections while managing delinquent account risk. Working closely with internal employees and external customers, the Collections Agent responds to account inquiries and disputes, supporting fraud loss prevention across delinquent accounts.

Core Functions

• Make outbound calls to customers for payment or account adjustments, equipment orders, and past-due payment collections.
• Communicate with customers when follow-up is needed regarding payment or collection issues.
• Display active listening and superior customer service skills for both external customers and internal employees.
• Conduct risk management and loss mitigation review of customer accounts and equipment orders.
• Review customer accounts that are delinquent for potential risk of fraud to prevent losses on accounts.
• Contact delinquent customers via email, letters, or other forms of nonverbal communication to secure payment or establish payment arrangements.
• Respond to internal and external emails in a professional, accurate, and concise manner.

Qualifications & Experience

• High school diploma or equivalent.
• Experience in a collections environment, loan workout, or past-due account collections and loss mitigation is preferred.
• Strong knowledge of cellular industry concepts, products, services, policies, and collections practices and procedures.
• Effective use of MS Office, MS Excel, and the Internet.
• Ability to communicate professionally and effectively, in person, by phone, and by email, with customers and co-workers, remaining flexible with different personalities.
• Ability to de-escalate complaints, resolve customer issues promptly, and lead conversations toward satisfactory resolution of account deficiencies.
• Proven self-motivation, strong work ethic, team orientation, and organizational skills, with the ability to work independently and manage multiple tasks.
• Strong commitment to integrity and to providing prompt, accurate, and courteous customer service to collection accounts.
• Commitment to complying with performance standards and collections targets, and to maintaining the privacy and confidentiality of customer information.
• Commitment to adhering to work schedule, attendance, and punctuality standards, with willingness to work occasional overtime.

Reporting to the line manager, the Collections Agent leads the recovery of customer arrears through telephone and written communication, setting compliant repayment arrangements within a regulated environment. Partnering with other departments and regulators, including the FCA, ICO, and FLA, the Collections Agent ensures accurate reporting and appropriate outcomes for vulnerable customers.

Primary Duties

• Recover customer arrears via telephone, written communications, or other digital methods introduced into the department.
• Set appropriate, sustainable, and compliant repayment arrangements.
• Address failed arrangements in an appropriate and timely manner.
• Address changes in customer circumstances in line with company policy and procedures for potentially vulnerable customers.
• Liaise with other departments to ensure customers receive the correct outcomes to collections issues raised.
• Perform general administrative duties related to the collections function.
• Adhere to the rules and guidelines set out by the company and its regulators, including the FCA, ICO, and FLA.
• Address and raise any risks identified throughout the course of the role, in line with company policy.
• Assist with projects and mini initiatives within the collections function as advised by the line manager.
• Adhere to KPIs and departmental service level agreements, and meet individual and team targets.
• Assist with the tracing function within the department where necessary.

Skills & Qualifications

• GCSEs including Maths and English at grade C or above.
• 12 or more months of collections experience, ideally within a regulated environment.
• Familiarity with asset or car finance and consumer finance, an advantage though not essential.
• Working knowledge of Word and Excel, with IT literacy and experience using Salesforce considered a significant advantage.
• Strong customer service skills, including empathy, sensitivity, and a caring nature toward helping people.
• Good written, numerical, and oral communication skills, plus good attention to detail.
• Strong sense of honesty and integrity, and a collaborative team player mentality.

Sitting at the intersection of local authority debt recovery and frontline customer care, the Collections Agent builds payment resolutions by calling customers who owe money to local authority clients or their representatives, collecting payment in full while upholding consistent service standards. Operating across a range of customer circumstances, from routine repayment negotiations to referrals to debt advisory groups for vulnerable customers, the Collections Agent obtains financial details and documents case outcomes to support fair recovery decisions.

Duties

• Make outbound calls to customers who owe money to local authority clients, or third parties acting on their behalf.
• Collect payment in full and ensure a high standard of customer service at all times.
• Remain empathic, calm, professional, respectful, and ethical while dealing with a range of different customers and making appropriate recovery decisions based on the circumstances of each case.
• Obtain questionnaire details from customers who may be in financial difficulties.
• Negotiate payment arrangements in accordance with guidelines, using initiative if payment in full cannot be collected.
• Refer cases to relevant debt advisory groups and associated organizations, where necessary, to meet the needs of vulnerable customers.
• Review and update database notes and the status of accounts, ensuring information is recorded accurately and professionally.
• Handle customer correspondence and devise appropriate replies and responses.

Requirements

• Previous practical office administration experience.
• Strong desire to achieve results and pursue continuous self-improvement.
• Ability to be target-driven and manage workload and conflicting priorities.
• Strong attention to detail, with the ability to spot errors and rectify mistakes quickly.
• Comfort using a variety of technologies and software systems.
• Positive, results-oriented approach in a team environment.
• Excellent written and verbal communication skills, with the ability to interact effectively at all levels.
• Confident in dealing with customers over the telephone, often in difficult circumstances.
• Willingness to work to procedures and policies designed for the team.

A key member of the collections team, the Collections Agent shapes repayment outcomes for borrowers in arrears by making outbound calls through a dialler system and handling inbound queries, disputes, and live chat contact. Collaborating across debt management companies and insolvency practitioners, the Collections Agent reviews income and expenditure forms to agree realistic, affordable payment plans.

Functions

• Make outbound calls through a dialler system to discuss repayment of the borrower's outstanding arrears.
• Receive inbound calls regarding account queries, handle disputes, take payments, and set arrangements.
• Respond to customer and third-party emails.
• Speak to customers on live chat.
• Perform administrative work dealing with correspondence from third parties such as debt management companies and insolvency practitioners.
• Complete and review income and expenditure forms to agree realistic payment plans based on borrower affordability.
• Sign-post borrowers with financial difficulties to not-for-profit debt agencies.

Experience & Qualifications

• Previous experience working in a customer-focused environment, with telephone or call centre duties, ideally within a debt recovery or collections role.
• Familiarity with FCA regulation, data protection, and anti-money laundering principles.
• Confidence using Microsoft Office applications, including Outlook, Excel, and Word.
• Excellent oral and written communication skills.
• Punctuality and flexibility in adapting to changing environments based on role requirements.
• Excellent team player, able to work independently and adapt well to change.
• Friendly, empathetic, compassionate, grounded, logical, and objective, with the ability to follow through on difficult decisions.

Consistent monthly revenue recovery depends on the Collections Agent, who owns the negotiation of repayment solutions on outstanding accounts through automatic and manual dialing, offering new options and guiding customers back to active payment plans. Serving as the primary contact once the right party is reached, the Collections Agent verifies account information and manages the system of record to meet monthly revenue and performance targets.

Accountabilities

• Negotiate repayment solutions on outstanding accounts using a combination of an automatic dialer system and manual dialing.
• Offer existing customers new repayment solutions, when appropriate, and guide customers to resume payment plans.
• Handle sensitive customer situations professionally and respectfully.
• Verify and update account information once contact has been made with the right party.
• Effectively manage the system of record.
• Meet established revenue and other performance targets monthly.

Technical Qualifications

• High school diploma.
• Post-secondary education in a related field, such as business, legal, or credit, is preferred.
• Experience in sales and/or collections.
• Previous sales experience in a high-volume, metrics-driven, transactional environment.
• Computer literacy, with strong keyboarding and internet navigation skills.
• Excellent communication skills, both verbal and written, with a strong customer focus.
• Fluency in English, both verbal and written, is considered an asset.
• Able to work in a structured environment, at a workstation, using a computer, telephone, and headset.
• Flexibility to work within operating hours, including days and one evening shift per week.

As the Collections Agent, this role delivers frontline phone support by answering incoming calls, contacting customers experiencing financial difficulty, and helping them manage repayments through a range of options. The collections team relies on this work to process payments, escalate complaints to management, and coordinate with internal teams for a streamlined customer experience.

Activities

• Answer incoming telephone calls.
• Contact customers who may be experiencing financial difficulty.
• Provide excellent customer service at all times while building and maintaining a professional relationship with customers.
• Help customers manage repayments through a range of repayment options.
• Direct customers to appropriate debt management solutions.
• Process card payments and log and process complaints.
• Raise issues and potential problems with management.
• Work with other internal teams to provide a streamlined experience for customers.

Position Requirements

• Experience in customer service, face-to-face or by telephone.
• Experience in similar roles is preferred.
• General IT literacy and computer skills.
• Excellent communication and listening skills.
• Ability to see the bigger picture.
• Compassion, empathy, and a good telephone manner.
• Ability to work under pressure.
• Customer-focused and results-oriented.

Collections Agent leads support for the national account team by researching invoice discrepancies, providing customers with copies of invoices, and reconciling accounts receivable. The work directly supports accurate national account records by navigating spreadsheets and updating reports, drawing on commercial collections experience and SAP proficiency to maintain reliable receivables data.

Operational Focus

• Support the national account team.
• Research discrepancies with invoices for national accounts.
• Provide customers with copies of invoices as necessary.
• Assist with reconciliation of accounts receivable.
• Navigate within spreadsheets and update reports.

Knowledge, Skills & Abilities

• High school diploma or equivalent.
• Experience working in a B2B environment.
• 2 or more years of commercial collections experience.
• 1 or more years of experience using SAP.
• Intermediate proficiency in Excel.