Experienced Third-Party Collections Agent

About the role

Fusion CX is a global customer experience provider that uses AI-driven tools, analytics and automation to help clients across sectors such as BFSI, healthcare, retail and telecom. It is hiring an Experienced Third-Party Collections Agent for a full-time, on-site position in Kingston. The agent contacts customers about past-due accounts, negotiates payment arrangements and ensures compliance with laws, regulations and client policies.

Key responsibilities

• Contact customers regarding past-due accounts and negotiate payment arrangements
• Manage inbound and outbound calls and verify account information
• Document all interactions accurately in the collections system and follow escalation and dispute-resolution processes
• Review account status, set up payment plans and educate customers on available options
• Meet individual and team performance targets and collaborate with supervisors and colleagues to improve collection effectiveness and customer experience

Required profile

• Strong collections and negotiation skills, including experience in third-party debt collection and payment arrangement structuring
• Customer service, communication and active listening skills for sensitive conversations
• Knowledge of collections regulations, compliance standards and ethical handling of customer financial information
• Ability to work in a fast-paced environment, meet targets and adapt to changing priorities
• Prior experience in collections, call center operations or financial services is strongly preferred
• Minimum high school diploma or equivalent; additional training or certification in finance, customer service or related fields is an advantage
• Willingness to work on-site in Kingston with flexibility for shift schedules

Required skills

• Proficiency with call center systems, CRM or collections software
• Basic computer applications such as email and spreadsheets