Collections Officer - BNPL

Job Summary
Flexi is seeking a proactive, results-driven, and customer-focused Collections Officer to manage overdue Buy Now Pay Later (BNPL) accounts and support repayment recovery efforts. The ideal candidate will be responsible for engaging customers professionally, negotiating repayment plans, reducing delinquency rates, and ensuring timely recovery of outstanding loans while maintaining a positive customer experience.
The Collections Officer will play a critical role in minimizing financial risk, improving portfolio performance, and supporting the overall growth of the BNPL business.
Key Responsibilities

• Contact customers with overdue BNPL repayments via phone calls, SMS, WhatsApp, and email
• Follow up consistently on delinquent accounts to ensure timely repayments
• Negotiate repayment plans with customers based on their financial situation
• Achieve assigned recovery and collection targets
• Maintain professionalism and empathy while handling customer interactions
• Educate customers on repayment obligations and consequences of default
• Resolve repayment-related complaints and escalate complex cases when necessary
• Monitor repayment schedules and identify high-risk accounts early
• Maintain accurate records of customer communications and payment commitments
• Prepare daily and weekly collection reports
• Ensure all collection activities comply with company policies and regulatory guidelines
• Handle customer data confidentially and professionally
• Follow approved escalation and recovery procedures
• Work closely with Credit Risk, Customer Service, and Operations teams
Provide feedback on customer behavior trends and repayment challenges

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Key Performance Indicators (KPIs)

• Recovery rate achievement
• Reduction in overdue accounts
• Promise-to-pay conversion rate
• Daily call and follow-up targets
• Customer engagement quality
Compliance adherence

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Requirements
Educational Qualification

Experience

• 1–2 years experience in collections, customer service, tele-sales, or loan recovery is an added advantage
Experience in fintech, lending, or BNPL operations is preferred

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Skills & Competencies

• Strong communication and negotiation skills
• Good persuasion and conflict resolution abilities
• Ability to work under pressure and meet targets
• Basic knowledge of Microsoft Excel and reporting tools
• High level of integrity and professionalism
Strong phone etiquette and customer handling skills

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Ideal Candidate Profile
The ideal candidate is confident, resilient, target-oriented, and able to maintain professionalism even in difficult customer situations. Candidates who are self-motivated and passionate about financial services and customer engagement will thrive in this role.
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