Collections Representative

About the role

Fido is seeking a Collections Representative to recover overdue loans by engaging clients through structured interactions. The role focuses on frontline support, building positive client relationships, and guiding customers toward timely repayment while meeting performance targets.

Key responsibilities

• Manage a high volume of inbound and outbound calls professionally.
• Conduct telephonic interviews to assess clients' financial capacity and willingness to repay.
• Follow approved scripts, de‑escalate distressed situations, and provide empathetic support.
• Negotiate partial repayments, payment plans, and other arrangements in line with company policy.
• Employ skip‑tracing methods to locate clients and confirm repayment commitments.
• Maintain accurate records of all interactions in Fido’s collections system.
• Ensure all activities comply with consumer protection legislation and internal policies.
• Produce reports and performance data as required.
• Meet qualitative and quantitative targets set by management.
• Collaborate on the development and execution of recovery strategies.

Required profile

• Ability to handle a high volume of calls efficiently.
• Strong communication and negotiation skills.
• Experience de‑escalating dissatisfied or distressed clients.
• Attention to detail for accurate record‑keeping and compliance.
• Result‑oriented mindset with a focus on meeting targets.

Required skills