Back-Office Call Centre Agent

Do you love being around people and making them happy? If you’re also a good listener and a bit of a problem solver with great communication skills, then you’ll love being on the front line of making the magic happen!

Every day brings new challenges and excitement, and every customer interaction allows you to do what you do best: find solutions and provide exceptional customer service. As part of #theAteam, you will work within a fully supported environment, where you can demonstrate your commitment to providing outstanding customer support through your skills and personality.

At Ascensos, we take a mindful approach to customer service outsourcing and recruit with our clients in mind; because we love our people, and if our people love the brand they work with, then we know that customers will continue to love that brand.

The Back-Office Call Center Agent is primarily responsible for supporting non-customer-facing operational tasks related to loan servicing.

This includes handling sensitive financial processes such as bankruptcy documentation, payment processing, disputes, chargebacks, and ACH file management, with some customer and client communications.

The Agent ensures accurate and timely processing while maintaining compliance with regulatory and company standards

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

Please note. This position is based at our site in the Port of Spain, Trinidad & Tobago.

As part of #theAteam, you’ll receive full training and support to be the voice of our client’s brand. So, there’s no room for average.

Your role can include, but isn’t limited to:

Bankruptcy Handling

• Monitor and process incoming bankruptcy notices.
• Update account statuses in servicing systems.
• Coordinate with legal and compliance teams for case handling.

Payment Processing:

• Apply daily loan payments accurately (ACH, checks, electronic transfers).
• Manage returned payments and escalate issues appropriately.
• Validate payment batches for accuracy and completeness.

Disputes and Chargebacks:

• Investigate and document payment disputes.
• Respond to chargeback requests from banks within set deadlines.
• Track and reconcile resolved and pending disputes.

CCCS (Consumer Credit Counseling Services):

• Validate CCCS proposals and set up repayment plans.
• Update account records to reflect CCCS statuses and track adherence.

ACH Payment File Management:

• Generate, review, and submit ACH payment files.
• Monitor NACHA file status and error resolutions.
• Coordinate closely with Treasury and Banking teams.

Daily Back Office Operations

• Complete daily reconciliations and reporting tasks.
• Handle non-customer contact queues and escalate exceptions.
• Maintain documentation logs and standard operating procedures.
• Email Box Communications
• Produce and reconcile daily Bank Deposits via Lock Box

Phone Skills

• Dialer Five 9 inbound and outbound functionality
• Disposition of calls
• Notating and Navigating system

Duties can also include

• Any other back-office duties as requested by Client

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 a range of customer queries.

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. Full training will be provided, but we want to hear from you if you have the following skills!

• Minimum of five (5) CXC passes, including Mathematics and English A.
• At least 1–2 years of experience in financial services or back-office operations.
• Experience with CCCS handling or bankruptcy processing systems.
• Familiarity with call center workflow tools and CRMs
• Primarily non-customer contact role: limited inbound/outbound communication required internally.
• Advanced English verbal and written communication skills for documenting cases and reports.
• Strong negotiation and conflict-resolution abilities.
• High level of emotional intelligence, patience, and professionalism.
• Ability to handle confidential information with discretion.
• Computer literacy to include Data Entry, Microsoft Word, Excel, & Outlook.
• Strong knowledge of payment platforms and ACH processing.

Physical Demands:

• Standard office environment.
• Extended viewing of computer screens.
• Extended typing.
• Lift up to 10 pounds, with or without reasonable accommodations.

• Full training & support.
• Well-being with Ky (onsite counselling).
• Free gym membership to Sky Gym*.
• Sick Pay*.
• Health insurance*.
• 24/7 Employee Assistance Programme & Wellness Hub.
• Birthday holiday (after 3 consecutive months of employment). 
• Nationwide retail discounts via Medicare*.
• 'Refer a Friend' scheme.
• Opportunities to progress your career with us (more than 90% of advancement and promotions come from our internally developed talent pool).
• Access to our Learning & Development Talent SPA.
• ‘Employee of the Month’ Awards.
• Regular fun team-building sessions.
• A diverse & inclusive working environment.

*available post 6-month probationary period.

As an Equal Opportunity and Disability Confident Committed Employer, we pride ourselves on ensuring our recruitment process is inclusive and accessible. We hire local talent and offer a range of employment opportunities designed to fit a variety of lifestyles.

When you join #theAteam, we will welcome you into an inclusive, diverse, and fun environment where; delivering excellent customer service, career development, recognition and fun Fridays are the norm.

As an employer, we are committed to the well-being of our colleagues. Our continued efforts to support mental health awareness in the workplace is underpinned by our colleague-focused well-being initiatives, including an internal team of trained Mental Health First Aiders (MHFAs), 24/7 access to external Employee Assistance Programmes (EAPs), our colleague well-being Hub and comprehensive health insurance.

We’re proud, active members of the Mental Health Charter because we understand how important it is that our colleagues maintain a healthy work-life balance as part of their mental health well-being. We know that people do their best work when they feel their best.

We’ll tell you all about it during your interview!