Collections Agent

Company Description Bill Gosling Outsourcing is a tech-enabled business process outsourcing (BPO) company that combines AI innovation, proprietary technology, and over 70 years of industry experience. The organization supports enterprises across sectors such as banking and financial services, utilities, automotive, insurance, and consumer services. Its outcome-based solutions span accounts receivable management, customer experience, and sales and acquisition, blending human expertise with AI-driven tools like Auto-QA, AI training, real-time agent assist, and omnichannel communications. With a global team of more than 5,900 professionals across North America, the UK, the Caribbean, and Asia, Bill Gosling Outsourcing focuses on delivering measurable ROI, strong compliance, and excellent customer experiences. The company positions itself as a strategic partner that helps businesses scale, build resilience, and achieve long-term growth.
Role Description This full-time on-site Collections Agent role is based in Belén and focuses on managing accounts receivable and debt collection activities in a professional, compliant manner. Day-to-day responsibilities include contacting customers by phone, email, or other approved channels to discuss outstanding balances, negotiate payment arrangements, and secure timely cash collections. The role involves reviewing account histories, updating systems with accurate notes, processing payments, and escalating complex cases according to established procedures. Collections Agents are expected to deliver a respectful and solutions-focused customer experience, follow regulatory and company guidelines, and meet performance targets. Collaboration with team members and supervisors to share updates, resolve issues, and continuously improve collection strategies is also an important part of the role.
Qualifications
Strong debt collection and cash collection skills, including experience handling past-due accounts and negotiating payment solutions.Excellent communication and customer service abilities, with a focus on respectful, clear, and effective interactions.Basic knowledge of finance and account management principles relevant to collections and receivables.Ability to work on-site in Belén on a full-time schedule, meeting established productivity and quality targets.Proficiency with computer systems and CRM or collections software; comfortable navigating multiple applications.Strong attention to detail, accuracy in data entry, and adherence to compliance, privacy, and regulatory standards.Problem-solving skills and resilience when handling challenging conversations or complex account situations.Previous experience in collections, customer service, or a contact center environment is an asset.High school diploma or equivalent; additional education in finance, business, or related fields is beneficial.