The DRA Agent is responsible for managing overdue accounts through professional communication, negotiation, and follow-up. The role requires resilience, strong communication and negotiation skills, empathy, and teamwork to achieve recovery targets. They will engage clients mainly through calls, provide accurate account information, and ensure compliance with company policies while supporting overall departmental goals.
RESPONSIBILITIES
Make outbound and receive inbound calls on overdue payments.
Negotiate realistic repayment plans that benefit both customer and company.
Provide accurate details on account status and repayment terms.
Record all interactions, agreements, and follow-ups in the system. Escalate complex cases to the Line Manager.
Meet set targets for collections, calls, and PTP (promise-to-pay) conversions.
Ensure compliance with company policies, regulations, and data protection laws.
Maintain professionalism, courtesy, and empathy in all interactions.
Collaborate with team members to meet overall goals.