Collections Specialist

Do you have a knack for connecting with people and finding solutions that work for everyone? If you’re confident, empathetic, and a strong communicator who can handle challenging conversations with professionalism and care, you’ll thrive in this role.

As a Collections Specialist, every interaction is an opportunity to support customers in resolving their accounts with understanding and respect. You’ll balance empathy with results, helping customers stay on track while protecting the client’s brand reputation.

At Ascensos, we take a mindful approach to customer service and collections - we recruit with our clients and customers in mind. Because we love our people, and if our people love the brand they represent, we know customers will continue to trust and value 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 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.

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:

• 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. 

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.
• 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.

• 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!