A nationally established debt collection service that is part of a large financial group operates across multiple European markets and runs specialised collection portfolios for banking and consumer credit. This Senior Operations Officer role exists to manage high-volume collection telephony campaigns and to conduct negotiations with debtors to establish stable, sustainable repayment plans.
The mission
You will join an operations team that handles consumer-credit and banking recovery portfolios, using dialer campaigns and a dedicated collection CRM to contact debtors and progress cases. The work directly affects recovery rates and customer outcomes, and the team follows both amicable and judicial procedures depending on case status.
Day to day you will run outbound dialer campaigns, speak with debtors by phone, agree and document repayment proposals and follow up on execution of guarantees and cancelled files. You will monitor and update payment plans in the collection system, communicate with internal departments and external partners, and escalate cases that need legal or specialist attention. Individual coaching and a formal onboarding programme are provided.
Your responsibilities
- Negotiate sustainable repayment agreements by phone, securing commitments that reflect the debtor's financial situation and the organisation's recovery targets.
- Manage outbound dialer campaigns and prioritise case outreach to maximise contact rates and conversion to agreements.
- Monitor and enforce agreed payment plans, update case records in the collection CRM, and trigger amicable or judicial procedures when required.
- Coordinate case handling with internal teams and external partners to ensure timely execution of guarantees and correct legal follow up.
- Maintain accurate administrative records, prepare case documentation for escalation, and ensure compliance with internal rules and data confidentiality.
- Escalate complex or high-risk dossiers and propose pragmatic collection strategies to improve recovery performance.
Your profile
Essential skills
- Minimum 2 years of relevant experience in collections or related operations, with a senior-level approach to case management.
- Proven experience in collection telephony, comfortable with dialer systems and high-contact phone workload.
- Strong track record in conducting negotiations, closing payment agreements while managing customer relations.
- Administrative assistant background or demonstrable strength in accurate case administration and record-keeping.
- Reliable, stress-resistant, able to work independently and to follow legal and compliance constraints.
Preferred skills
- Practical experience with KYC processes.
- Knowledge or strong interest in banking and consumer credit products.
Languages
- Dutch, C2
- French, C2
- English, C1
Education
- Bachelor or Master degree, or equivalent professional experience.