Collections Agent

About this role

A Collections Agent is needed to manage early- to mid-stage arrears for a portfolio of delinquent loan accounts. The role focuses on recovering payments through approved channels while complying with internal policies and regulatory guidelines. It involves documenting interactions, negotiating repayments, meeting recovery targets, and escalating high-risk cases as required. The position is outsourced and based in Lekki Phase 1, Lagos, for Moniepoint Incorporated, a global payments and banking platform.

What you would do

• Document all customer interactions, agreements and case updates in the system.
• Contact customers via approved channels to negotiate repayment and secure commitments.
• Meet daily, weekly and monthly recovery and productivity targets.
• Ensure compliance with regulatory guidelines, call frequency rules and internal policies.
• Escalate high-risk or unresolved accounts per recovery and escalation policies.
• Manage an assigned portfolio of delinquent loan accounts and follow up on overdue payments.
• Monitor and follow up on Promise-to-Pay commitments to convert them and reduce rollovers.
• Maintain professional conduct and customer-focused communication at all times.

What they are asking for

• Strong negotiation, persuasion and objection handling skills.
• High integrity and confidentiality handling customer data.
• Customer-focused, professional and resilient under pressure.
• Willingness to work around Lekki Phase 1 environs (preferred).
• Experience with CRM, loan management or call management systems is desirable.
• Ability to follow structured workflows and operating procedures.
• 1–2 years’ experience in loan collections, credit control or call centre operations (preferred).
• Excellent verbal communication and interpersonal skills.
• Good attention to detail.

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