Collection Agent

 Collections Agent

About NVC
Newton Vision Corporation (NVC) is a leading provider of strategic Business and Technology Consulting Solutions. We combine operational expertise, process optimization, and technology to support multiple U.S.-based clients, including a major in-house financing company in the manufactured housing industry. Our Shared Service Center in Bogotá plays a key role in delivering reliable, customer-focused service across the portfolio.
About the Role
As a Collections Agent at NVC, you will support our client’s in-house financing arm within their manufactured home retail business, by helping customers stay current on their loan payments and managing accounts that fall past due. This role requires strong communication skills, empathy, and the ability to guide customers toward successful payment resolutions. Your work directly contributes to loan performance, customer satisfaction, and operational effectiveness.

Key Responsibilities
Delinquent Account Management
Review daily reports of overdue accounts and prioritize outreach based on delinquency stage.
Contact customers by phone, SMS, and email to discuss past-due balances and agree on payment solutions.
Follow established steps for each delinquency level according to FHF policies.
Customer Communication & Negotiation
Communicate with customers in a clear, respectful way to understand their situation and propose feasible options.
Explain payment plans, due dates, and consequences of continued delinquency when required.
Maintain professionalism and patience when working with difficult or emotional cases.
Documentation & Reporting
Log every contact attempt and customer interaction in the CRM with accurate, detailed notes.
Track promises to pay and follow up to ensure commitments are met.
Identify accounts requiring escalation and notify supervisors when needed.
Compliance & Quality Standards
Follow all internal procedures and regulatory guidelines related to debt collection practices.
Maintain confidentiality of customer information.
Participate in call reviews and coaching sessions to meet quality expectations.
Cross-Functional Collaboration
Coordinate with the Finance Operations and Customer Support teams when researching customer questions or account discrepancies.
Provide insight into recurring customer issues to support process improvements.
Share feedback that can help prevent future delinquencies.

Qualifications
Prior experience in collections, customer service, call centers, or financial services is preferred.
Strong communication and active listening skills.
Ability to negotiate and manage sensitive conversations with empathy and firmness.
Comfort working with productivity tools such as CRM systems, spreadsheets, and dialer platforms.
Self-motivated, organized, and able to work independently in a fast-paced environment.
Bilingual (English/C1).

Benefits
Competitive salary and performance-based incentives.
Opportunity to grow within NVC’s Shared Service Center structure.
Training and ongoing development, including call coaching and scenario-based learning.
A supportive environment focused on teamwork and professional growth.

To apply, please send your resume and a cover letter detailing your relevant experience and why you're interested in joining NVC to (NVC Recruiter email address)

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