Senior Collections Specialist

Ethica Resolve CC is a Leading Business Process Outsourcing (BPO) company providing high-quality debt recovery, customer service, and back-office support to clients in the United Kingdom & the United States.. We are committed to delivering excellence through professionalism, empathy, and strict compliance with global regulatory standards.At Ethica Resolve CC, we pride ourselves on:Treating Customers Fairly (TCF)Building trustworthy partnerships with our clientsConsistently improving collection outcomes through data-driven strategiesMaintaining a supportive, performance-driven workplace for our staffAs we continue to expand our service offerings and strengthen our UK operations, we are looking for an experienced leader to join our Collections Team.Role OverviewWe are seeking a highly skilled Senior Collections Officer / Senior Collections Team Lead with deep experience in debt recovery operations—preferably for UK or international clients. The ideal candidate will demonstrate strong leadership, excellent negotiation capabilities, and a proven track record of steering teams toward outstanding recovery performance.Key ResponsibilitiesTeam Leadership & Performance ManagementLead, supervise, and motivate a team of collections agents handling UK accounts.Monitor daily/weekly performance to ensure KPIs and service levels are consistently met.Provide coaching, guidance, and regular performance reviews.Support the team in resolving complex or escalated debt cases.Build a cohesive, positive work culture centered on accountability and growth.Debt Recovery OperationsManage the full debt recovery cycle across early, mid, and late-stage collections.Utilize ethical negotiation techniques to secure repayment arrangements or settlements.Ensure accurate documentation and timely follow-up on all customer interactions.Analyse debtor behaviour patterns and recommend effective collection strategies.Oversee quality assurance by ensuring every interaction aligns with TCF, FCA, and GDPR guidelines.Client Liaison & ComplianceEngage with UK clients on performance updates, reporting, and operational feedback.Maintain strict adherence to UK regulations including FCA requirements and data protection laws.Prepare operational reports, performance dashboards, and analytical insights for management and clients.Support new client onboarding and internal process development.Process & Operational ImprovementIdentify workflow inefficiencies and recommend improvements to boost performance.Assist in training new agents and developing team-wide capability.Evaluate performance data to refine strategies and maximize recovery rates.Required Qualifications & ExperienceMinimum 5 years experience in debt recovery/collections.At least 3 years in a supervisory, team lead, or senior collections role.Previous experience serving UK/US/international clients (strong advantage).Knowledge of FCA guidelines, TCF, and GDPR.Hands-on experience with diallers, CRM systems, and collections tools.Strong analytical, reporting, and presentation skills.Excellent communication, negotiation, and leadership abilities.Key Skills & CompetenciesLeadershipAbility to mentor, motivate, and coach teams effectivelyConfident decision-making and conflict managementCollections ExpertiseAdvanced negotiation and repayment strategy planningStrong understanding of vulnerable customer handlingExpertise in managing high-volume collections operationsTechnical SkillsProficiency with dialers, CRM platforms, reporting toolsStrong analytical mindset and data interpretation skillsBehavioural CompetenciesEmotional intelligence and empathyProfessionalism, resilience, and work ethicAccuracy and attention to detailEducationBachelor’s degree in any relevant discipline from a recognized Institution.Additional certifications in credit management or collections (added advantage).Candidates may apply via career@moneyinminutes.ng using the job title as mail subject