Loan Collections Specialist (Lagos)

We are seeking driven and customer-focused individuals to join our team as Collections & Customer Support Agents. In this role, you will work on behalf of our UK-based client to manage customer interactions with a focus on debt recovery, account resolution, and excellent customer experience.

As a key member of our BPO team, you will be responsible for handling sensitive customer accounts, negotiating repayment plans, resolving disputes, and ensuring that all communications are carried out professionally and in compliance with client and regulatory standards.

Responsibilities:


Contact customers regarding overdue accounts and negotiate appropriate repayment solutions.
Deliver exceptional customer support by listening, empathizing, and resolving queries effectively.
Maintain accurate and up-to-date records of all customer interactions and payment arrangements.
Work towards individual and team recovery targets while upholding Treating Customers Fairly (TCF) principles.
Adhere to UK regulatory compliance guidelines and client-specific processes.
Escalate complex issues to supervisors while maintaining ownership of customer experience.
Contribute to a collaborative team environment with a focus on continuous improvement.


Requirements:


Minimum of 1–2 years’ experience in collections, recovery, customer service, or a contact centre role
Degree qualification in any program of study from a recognised University.
Strong negotiation and problem-solving skills.
Excellent verbal and written communication in English with a neutral/clear accent suitable for UK customers.
Resilience, empathy, and the ability to remain professional in challenging conversations.
Good computer literacy (MS Office, CRM tools, and call centre systems).
Ability to work with targets, deadlines, and performance metrics.


Perks & Opportunities:


Comprehensive training on client systems, debt recovery processes, and compliance standards.
Career growth opportunities within a fast-growing BPO.
A supportive and professional work environment.
Exposure to international client operations.