Collections 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.

We are seeking a results-driven and customer-focused Collections Agent to join our team in Trinidad and Tobago.

The successful candidate will be responsible for recovering outstanding debts through respectful and professional communication, while maintaining a high level of customer service and compliance. This role is ideal for someone who is goal-oriented, persuasive, and able to manage challenging conversations with empathy and persistence.

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:

• Effectively makes outbound calls to collect payment on delinquent accounts while maintaining a high level of customer service. 
• Manages collection efforts on assigned work queues which may include early or late-stage delinquency accounts. 
• Follow all established policies and procedures within the Account Services department to ensure compliance adherence. 
• Accepts voluntary repossessions and provides solutions that will allow customers to retain vehicles. 
• Fields outbound and inbound customer service requests such as deferments, amendments, due date changes, payment extensions, repair requests, etc. 
• Uses multiple methods of communication, such as email, telephone calls, mailing; to follow up with customers regarding their account. 
• Accurately completes all required documents and enters information in respective systems for all transactions. Notates customers’ account in database to ensure all parties are aware of discussion and expectations. 
• Maintains a balance between company policy and customer benefit in decision making. 
• Escalates complex cases to supervisor for resolution. 
• Perform other duties as assigned. 

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 collections, customer service, telemarketing, or a related field.
• Advanced English 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.

• 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!