Collection Officer (Call Centre) – Banking

A leading banking institution seeks a Collection Officer (Call Centre) in Hong Kong to support customers with repayment solutions and enquiries, strengthening responsible banking and customer outcomes.

Key responsibilities:

As a Collection Officer (Call Centre), you will support customers facing financial challenges by managing overdue accounts, resolving concerns, and delivering compliant, empathetic repayment solutions while contributing to positive customer and team outcomes.

• Manage phone-based collection activities for overdue accounts, engaging customers professionally, understanding their financial difficulties, and negotiating suitable repayment arrangements
• Resolve customer enquiries and complaints with empathy, patience, and clear communication on account status and repayment options to maintain customer trust
• Ensure compliance with risk management policies and regulatory requirements, maintaining accurate records and strict confidentiality of customer information
• Collaborate with call centre colleagues to share best practices, support team performance, and contribute to achieving collection targets
• Maintain knowledge of procedures, regulations, and effective communication practices through training and feedback, while contributing ideas to improve customer experience
• Adapt to changing priorities and business needs while working 10:00 AM–7:00 PM (Mon–Fri) and 9:00 AM–1:00 PM (Sat)

Candidate profile:

• Banking or collections experience is advantageous but not essential; willingness to learn is highly valued
• Strong interpersonal and communication skills to connect with diverse customers and explain complex information clearly
• Empathy and problem-solving skills to handle sensitive financial discussions, negotiate repayment arrangements, and resolve complaints calmly
• Strong attention to detail and dependability in following risk management protocols, regulatory requirements, and customer confidentiality standards
• Collaborative and adaptable, with the ability to share knowledge, support colleagues, and respond positively to changing procedures or priorities
• Committed to ongoing learning through training sessions that enhance communication, customer service, and role-related skills

About this company:

This leading financial services organisation is committed to responsible banking and customer wellbeing. This inclusive and collaborative workplace supports employee growth through ongoing training and opportunities to make a meaningful impact.

Keywords: Collection Officer, Debt Collections, Repayment Solutions, Customer Service, Risk & Compliance

What’s next:

Step into a rewarding collections career and help shape better customer outcomes for the future. Apply now!