Senior Customer Support Advisor – Collections
Quality Assured Solutions, LLC
contract
Posted on:
Location Type: Hybrid
Location: Warrens • Barbados
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Job Level
About the role
- Proactively contact consumers with outstanding balances across assigned Caribbean portfolios via telephone, email, messaging platforms, and written correspondence.
- Negotiate and secure repayment arrangements aligned with consumers’ financial capacity and client expectations.
- Apply sound judgement and discretion when managing complex or sensitive cases, including hardship-related scenarios.
- Demonstrate cultural awareness and clear communication when engaging consumers across diverse Caribbean markets.
- Accurately document all communications, promises, and payments in the company CRM system in accordance with internal standards.
- Maintain full compliance with QAS policies, client requirements, and applicable debt collection regulations.
- Consistently meet or exceed assigned productivity and collections performance targets.
- Support quality standards by adhering to best-practice call handling and documentation requirements.
- Escalate complex matters appropriately and in a timely manner in line with internal procedures.
Requirements
- Associate’s or Bachelor’s degree preferred; significant relevant experience will be considered in lieu of formal qualifications.
- Minimum of three (3) years’ experience in debt collection, credit control, or a contact centre environment.
- Demonstrated experience handling high-value or more complex accounts is required.
- Exposure to engaging consumers across Caribbean markets, Personal or professional exposure to Caribbean accents: specifically Jamaican and/or Trinidadian accents, is a strong asset.
- Strong negotiation, analytical, and problem-solving skills.
- High attention to detail with proven accuracy in record-keeping and follow-up.
- Working knowledge of CRM systems and Microsoft Office applications.
- Understanding of ethical collections practices, data protection, and confidentiality standards.
Benefits
- Competitive base salary commensurate with experience, with performance-based incentives.
- Structured onboarding and portfolio-specific training.
- Ongoing coaching and professional development opportunities.
- Critical illness and life insurance options.
- A supportive, professional, and growth-oriented work environment within a locally-owned organisation.
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
debt collectioncredit controlnegotiationanalytical skillsproblem-solvingrecord-keepingattention to detailcomplianceethical collections practicesdata protection
Soft skills
cultural awarenessclear communicationdiscretionjudgmentproductivityquality standardsescalationcustomer engagementadaptabilityteam collaboration
Certifications
Associate’s degreeBachelor’s degree