Digital Account Representative

1 © Firstsource Solutions Limited | September 8, 2026

About Firstsource

Firstsource Solutions is a leading provider of customized Business Process Management (BPM)

services. Firstsource specialises in helping customers stay ahead of the curve through transformational

solutions to reimagine business processes and deliver increased efficiency, deeper insights, and

superior outcomes.

We are trusted brand custodians and long-term partners to 100+ leading brands with presence in the

US, UK, Philippines, India and Mexico. Our ‘rightshore’ delivery model offers solutions covering

complete customer lifecycle across Healthcare, Telecommunications & Media and Banking, Financial

Services & Insurance verticals.

Our clientele includes Fortune 500 and FTSE 100 companies

Job Title: Collections Representative

Job Type: Full Time

Grade: H2

Function/Department: Operations

Reporting to: Team Leader-Operations

Pay Range: XXXXX

Role Description: As a Collections Representative, your primary responsibility is to assist in

the recovery of outstanding debts from individuals or businesses who have overdue accounts.

You will employ effective communication and negotiation skills to reach mutually beneficial

solutions while upholding ethical standards and compliance with relevant laws and

regulations.

Roles & Responsibilities

 Contact debtors through phone calls, emails, or written correspondence to negotiate

payment arrangements, settle outstanding balances, and collect overdue payments.

 Engage with debtors professionally and empathetically, addressing inquiries, disputes,

and concerns while maintaining a positive customer experience.

 Develop and propose repayment plans or settlements that consider the debtor's

financial circumstances, while also meeting the organization's objectives.

 Maintain accurate and detailed records of all communication and payment

agreements, ensuring compliance with legal and regulatory requirements.

 Stay informed about federal and state debt collection laws and regulations

 Utilize skip-tracing techniques and tools to locate and communicate with debtors who

are difficult to reach or have changed their contact information.

 Handle incoming payments, accurately allocate funds to debtor accounts, and update

account information accordingly.

2 © Firstsource Solutions Limited | September 8, 2026

 Deliver high levels of CSAT / NPS scores / others

 Communicate with company supervisors and collection managers.

 Reach out to designated delinquent customers and utilize various skip-tracing

resources.

Preferred Educational Qualifications

 XXXXX

Preferred Work Experience

 XXXXX

Competencies & Skills

 Strong interpersonal and negotiation skills, with the ability to maintain professionalism in

challenging situations.

 Knowledge of debt collection laws and regulations, particularly the FDCPA.

 Proficiency in computer software and data entry.

 Excellent organizational and time-management abilities.

 Attention to detail and accuracy in record-keeping.