Contact Centre Credit Collection Agent

About the role

Pens.com is hiring a Contact Centre Credit Collection Agent in Montego Bay, reporting to the Contact Centre Operations Supervisor. The role maintains a ledger of high-volume, low-value accounts, reduces ageing and documents disputes. It is a permanent position starting on 30 November 2026. The agent must be polite and sensitive while remaining persistent, with excellent communication skills and a sense of urgency.

Key responsibilities

• Handle high-volume, low-value ledger accounts so that DSO and collection goals are met.
• Ensure daily targets and deadlines are reached, such as the number of call activities logged.
• Make daily calls to customers using an automated telephone-dialing system.
• Document customer comments on payment dates and disputes.
• Make sure requested paperwork and documentation are sent to customers.
• Assist the cash application team so payments go to the correct customer account.
• Report problem accounts to the line manager.

Required profile

• Proven experience as a Collection Specialist or similar role plus 1 year.
• High school diploma; an Associate's or Bachelor's degree is a plus.
• Knowledge of billing procedures and collection techniques.
• Familiarity with laws related to debt collection.
• Comfortable working with targets, patient and able to manage stress.

Required skills

• Working knowledge of MS Office and databases.
• Excellent written and oral communication skills.
• Negotiation and problem-solving skills.