Collection Agent - Montego Bay (WALK-IN) - ONSITE

About ContactPoint360

If you want to be the next CEO… we’re not joking.

Our CEO started on the phones as a customer service agent. Around here, nothing is impossible when you lead with curiosity, kindness, and the right mindset.

ContactPoint360 is a Canadian, people-first company with 5,000 incredible humans across 12 countries. We’re proud that 70% of our leaders grew from within, proof that growth isn’t just a promise, it’s our culture. From day one, you’ll have a clear career path, real support, and a team that believes in your potential before you even see it yourself. We care about people, and we’re big believers in building futures, not just filling roles.

If you’re hungry, if you care, if you want to build a real career instead of just collecting a paycheck, you’re in the right place. We’ll give you the tools, the mentorship, and the path from day one. This is where potential turns into progression. Welcome home.

Our Purpose:

Is to create the best human experience, ensuring the highest client satisfaction, and transforming clients’ customers into loyal advocates for life.

Check out her YouTube video:

https://youtu.be/AsPjX-5uyQQ

Essential Duties & Responsibilities: 

Dispute Identification & Intake 

• Monitor all inbound dispute channels daily and triage disputes for processing priority 
• Accurately log dispute receipt date, consumer identification, account information, and dispute nature into the case management system 
• Classify disputes as direct (consumer-initiated) or indirect (credit bureau or third-party initiated) and route accordingly 
• Identify disputes requiring expedited handling under applicable law (e.g., FCRA 30-day clock) 

Investigation & Document Review 

• Review all available account documentation including original creditor records, payment history, chain-of-title documents, and account notes 
• Evaluate the specific nature of the consumer's concern and determine what evidence is needed to substantiate or resolve the dispute 
• Coordinate with internal departments (collectors, supervisors, client services) and external clients or data furnishers to obtain supporting records 
• Apply knowledge of FDCPA §809, FCRA §623, and state analog statutes to guide the scope and depth of each investigation 

Resolution & Correspondence 

• Determine the appropriate resolution outcome: verify, update, correct, cease collection, or close with findings 
• Draft and send accurate, legally compliant consumer correspondence via the appropriate channel (mail, email, SMS, portal) 
• Ensure all correspondence is sent within required statutory timeframes and properly reflects the outcome of the investigation 
• Maintain required cease communication records and ensure account-level collection holds are applied where mandated 

Documentation & Compliance 

• Maintain complete, audit-ready dispute files including all supporting documents, communications, and resolution notes 
• Document the basis for each dispute determination with sufficient specificity to withstand regulatory examination 
• Flag disputes with potential litigation risk, regulatory implications, or patterns indicating systemic issues and escalate to the Compliance team 
• Adhere strictly to all consumer data privacy requirements, including GLBA and applicable state privacy statutes 

Reporting & Quality 

• Track dispute volumes, resolution timelines, and outcomes for required reporting and management review 
• Participate in quality review audits of dispute processing to ensure consistency and accuracy 
• Identify and communicate recurring dispute themes or operational errors that may indicate training or process gaps 

Qualifications:

Required 

• Minimum 1–2 years of experience in debt collection, consumer financial services, or a compliance-related role 
• Working knowledge of the FDCPA, FCRA (especially §611 and §623), and general debt collection compliance principles 
• Demonstrated ability to review and interpret account-level documentation and determine factual accuracy 
• Strong written communication skills with the ability to draft clear, concise, and legally appropriate consumer letters 
• Proficiency in Microsoft Office Suite and comfort working within case management or collection software platforms 
• Exceptional attention to detail and ability to manage multiple open disputes simultaneously within strict deadlines 
• Ability to handle sensitive consumer information with discretion, professionalism, and in full compliance with privacy regulations 
• Experience in a third-party debt collection environment 
• Familiarity with Metro 2 credit reporting format and ACDV/e-OSCAR dispute processing 
• Knowledge of state-specific debt collection statutes across multiple jurisdictions 
• Experience with digital communication platforms used in collections (text, chat, voice bot) 

We VALUE our employees by providing:

·        Competitive salaries

·        Employee Recognition program

·        Career advancement opportunities

·        Health Insurance

·        Employee referral program

·        Lunch Subsidy 

All applicants should be 18 years or older and must have a valid Government-issued photo ID, TRN & NIS. Successful candidates must be able to furnish a police record and pass an employment background check.