What We’re Looking For
We are seeking a results-driven and customer-focused Collections Specialist to join our team in Trinidad and Tobago. The successful candidate will be responsible for handling outbound and inbound customer calls to resolve delinquency using various collections and workout techniques. This role requires excellent verbal and interpersonal skills to provide high-quality service and resolve account issues. Also, this role is ideal for someone who is goal-oriented, persuasive, and able to manage challenging conversations with empathy and persistence.

What To Expect
Our typical shift pattern involves: 40 hours within the week, between 7:00 AM – 11:00PM Monday – Sunday, on a rotational basis.

Roles & Responsibilities:

• Evaluate and compare potential loan resolution options, recommending the most suitable solutions based on each customer’s unique needs and financial circumstances.

• Respond promptly and accurately to customer inquiries, ensuring a high level of customer satisfaction

• Assist borrowers with various loan maintenance requests

• Input and verify data to process electronic payments efficiently and securely.

• Provide customers with information about products and services to generate additional revenue through cross-sell/up-sell opportunities.

• Properly document each customer’s interaction in the servicing system.

• Perform loan-related mathematical equations.

• Conduct follow-up and research activities to ensure timely and effective resolution of customer issues

• Adhere to scheduling guidelines to maintain adequate phone coverage and meet service level expectations.

• Comply with all operational controls, including legal, corporate, and regulatory procedures, to safeguard customer assets and ensure data integrity

• Explain loan payment histories using basic accounting and mathematical concepts and request corrections when necessary.

• Perform follow-up and research tasks to ensure resolution.

• Perform other duties as assigned. 

About You
We believe that happy people keep people happy, so we’re looking for people who have excellent interpersonal skills and strong analytical skills as you will be expected to deal with our clients' customers.

We’re delighted to drive innovation on-site day after day, so it’s a plus if you’re inventive and creative; we say yes to fresh new ideas to boost productivity, so reach out and help us shape the future.

We think big and we’re looking for team members who think bigger, achieve more, and work smarter. Training will be provided, but we want to hear from you if you have the following skills!

Requirements

• Minimum of five (5) CXC passes, including Mathematics and English A.

• Bilingual fluency in English and Spanish is required.

• At least 1–2 years of experience in collections, customer service, telemarketing, or a related field.

• Advanced verbal and written communication skills

• Strong negotiation and conflict-resolution abilities. 

• High level of emotional intelligence, patience, and professionalism.

• Ability to work independently and as part of a team in a fast-paced environment.

• Computer literacy to include Data Entry, Microsoft Word, Excel, & Outlook

• Ability to work independently and as part of a team.

Benefits

• Full training and support 

• Free gym membership to Sky Gym

• Well-being with Ky (onsite counselling).

• Opportunity to progress your career with us (more than 90% of advancement and promotions come from our internally developed talent pool)

• Health Insurance on permanency

• Nationwide retail discounts

• ‘Refer a Friend’ scheme

• ‘Employee of the Month’ Awards

• Regular fun team-building sessions

• A diverse & inclusive working environment