A financial services organisation in Belgium manages customer accounts and payment obligations across its lending activities. As an Amicable Collection Officer, you will recover unpaid instalments before files move to litigation, using customer negotiation, file analysis, MS Office, and various IT tools to ensure each case receives the right treatment.
The mission
The amicable collections function is the stage at which payment issues are addressed directly with customers before legal recovery becomes necessary. Your work will support the organisation’s lending operations by reducing outstanding arrears, protecting customer relationships, and ensuring that collection decisions follow the facts of each file. The role combines operational accuracy with clear communication and negotiation.
You will manage day-to-day incoming and outgoing contact with customers in arrears and analyse their files before agreeing on an appropriate follow-up. This includes understanding the payment situation, discussing realistic solutions, and documenting actions accurately in the relevant systems. Your work as a senior operations officer will connect customer contact, administrative processing, and the wider debt collection process.
Your responsibilities
- Recover unpaid instalments through structured, respectful, and appropriately assertive customer contact.
- Analyse customer files, payment history, and available information to determine the appropriate treatment for each case.
- Negotiate practical repayment solutions while maintaining the organisation’s collection standards and business objectives.
- Manage incoming and outgoing communications with customers in arrears across the full amicable collection process.
- Record agreements, follow-up actions, and case outcomes accurately using MS Office and the relevant IT tools.
- Escalate files that cannot be resolved amicably with complete and reliable information for the next stage of handling.
Your profile
Essential skills
- At least 2 years of relevant experience in collections, customer operations, financial services, or a comparable business environment.
- Technical experience and the ability to work confidently with business applications and various IT tools.
- Good practical expertise in MS Office, with the accuracy needed for file administration and follow-up.
- Strong written and spoken communication skills, with a diplomatic and customer-oriented approach.
- The ability to work independently, remain effective under pressure, and adapt when customer situations change.
- An analytical, precise, and quality-minded way of working, combined with assertiveness and sound negotiation skills.
- A practical problem-solving approach and the ability to contribute constructively to a team.
Preferred skills
- Familiarity with finance and banking products, customer lending, or arrears management.
- Previous experience in an amicable debt collection or financial operations environment.
Languages
- Dutch: B2 or higher, strong written and spoken communication.
- French: B2 or higher, strong written and spoken communication.
- English: C1 or higher, proficient professional knowledge.
Education
- Bachelor’s or Master’s degree, or equivalent relevant professional experience.