Senior Collections Officer

Ethica Resolve CC is a Leading Business Process Outsourcing (BPO) company providing high-quality debt recovery, customer service, and back-office support to clients in the United Kingdom & the United States..

We are committed to delivering excellence through professionalism, empathy, and strict compliance with global regulatory standards.

At Ethica Resolve CC, we pride ourselves on:

• Treating Customers Fairly (TCF)
• Building trustworthy partnerships with our clients
• Consistently improving collection outcomes through data-driven strategies
• Maintaining a supportive, performance-driven workplace for our staff

As we continue to expand our service offerings and strengthen our UK operations, we are looking for an experienced leader to join our Collections Team.

Role Overview

We are seeking a highly skilled Senior Collections Officer / Senior Collections Team Lead with deep experience in debt recovery operations—preferably for UK or international clients.

The ideal candidate will demonstrate strong leadership, excellent negotiation capabilities, and a proven track record of steering teams toward outstanding recovery performance.

Key Responsibilities

Team Leadership & Performance Management

• Lead, supervise, and motivate a team of collections agents handling UK accounts.
• Monitor daily/weekly performance to ensure KPIs and service levels are consistently met.
• Provide coaching, guidance, and regular performance reviews.
• Support the team in resolving complex or escalated debt cases.
• Build a cohesive, positive work culture centered on accountability and growth.

Debt Recovery Operations

• Manage the full debt recovery cycle across early, mid, and late-stage collections.
• Utilize ethical negotiation techniques to secure repayment arrangements or settlements.
• Ensure accurate documentation and timely follow-up on all customer interactions.
• Analyse debtor behaviour patterns and recommend effective collection strategies.
• Oversee quality assurance by ensuring every interaction aligns with TCF, FCA, and GDPR guidelines.

Client Liaison & Compliance

• Engage with UK clients on performance updates, reporting, and operational feedback.
• Maintain strict adherence to UK regulations including FCA requirements and data protection laws.
• Prepare operational reports, performance dashboards, and analytical insights for management and clients.
• Support new client onboarding and internal process development.

Process & Operational Improvement

• Identify workflow inefficiencies and recommend improvements to boost performance.
• Assist in training new agents and developing team-wide capability.
• Evaluate performance data to refine strategies and maximize recovery rates.

Required Qualifications & Experience

• Minimum 5 years experience in debt recovery/collections.
• At least 3 years in a supervisory, team lead, or senior collections role.
• Previous experience serving UK/US/international clients (strong advantage).
• Knowledge of FCA guidelines, TCF, and GDPR.
• Hands-on experience with diallers, CRM systems, and collections tools.
• Strong analytical, reporting, and presentation skills.
• Excellent communication, negotiation, and leadership abilities.

Key Skills & Competencies

Leadership

• Ability to mentor, motivate, and coach teams effectively
• Confident decision-making and conflict management

Collections Expertise

• Advanced negotiation and repayment strategy planning
• Strong understanding of vulnerable customer handling
• Expertise in managing high-volume collections operations

Technical Skills

• Proficiency with dialers, CRM platforms, reporting tools
• Strong analytical mindset and data interpretation skills

Behavioural Competencies

• Emotional intelligence and empathy
• Professionalism, resilience, and work ethic
• Accuracy and attention to detail

Education

• Bachelor's degree in any relevant discipline from a recognized Institution.
• Additional certifications in credit management or collections (added advantage).

Job Type: Full-time

Application Question(s):

• Do you have at least 4 years in debt collection?
• Have you ever led a team of collection?