Collections OfficerSkills & Competency Framework

Works a daily beat of overdue accounts — field visits, calls and reminders — to secure payment or a firm promise-to-pay, then follows up until the money is actually collected. Prioritises the day's allocation by bucket, ticket size and recoverability rather than working accounts at random.

Locates borrowers who have moved, gone silent or supplied stale contact details — using references, employer and neighbour enquiries, digital footprints and repeat field visits within permitted contact norms. Reconnects the account to a real, reachable person so it can be resolved rather than written off.

Logs every visit, call, promise-to-pay and payment accurately in the collections system with the correct disposition codes, and issues valid receipts for any cash collected. Clean, honest records protect the audit trail, the next officer on the account, and the customer against disputes.

Sustains a heavy daily caseload through rejection, abuse and no-shows without losing composure or slipping into aggression. Keeps a steady temperament so a hard morning does not turn into a compliance incident in the afternoon.

Owns monthly recovery and resolution targets across assigned buckets and works back from them with disciplined account math — roll-back rates, promise-to-pay conversion and collection efficiency. Chases the number persistently while keeping recovery quality and conduct intact.