Retrieval Officers

PALMPAY LIMITED • Riverside, CA

2d • Onsite

About The Position

Customers who purchase phones through our BNPL (Buy Now, Pay Later) scheme are expected to repay their installments within the agreed repayment schedule. However, in cases where customers default or their payments become overdue, our Retrieval Officers step in to manage the recovery process. The role of a Retrieval Officer involves professionally engaging with these customers through calls and physical visits where necessary, to understand the reasons behind the overdue payments. They assess each situation carefully—whether it is financial difficulty, misunderstanding of the repayment terms, or deliberate refusal to pay—and provide appropriate guidance or resolution options where possible. Where a customer is unable or unwilling to fulfill their repayment obligations after due engagement, the Retrieval Officers are responsible for initiating the recovery of the financed device in line with company policy. Overall, the role is a balance of customer engagement, problem-solving, and asset recovery, aimed at minimizing losses while maintaining professionalism and respect for customers.

Requirements

• Highly communicative and persuasive
• Strong negotiation skills
• Resilient and result-driven
• Able to work under pressure and meet recovery targets
• Good at conflict management
• Maintain professionalism in difficult situations
• Physically active and willing to work in the field, often covering different locations
• Detail-oriented
• Ethical and compliant

Responsibilities

• Manage the recovery process for customers who default on BNPL payments.
• Engage with customers through calls and physical visits to understand reasons for overdue payments.
• Assess customer situations (financial difficulty, misunderstanding, refusal to pay).
• Provide guidance or resolution options to customers.
• Initiate recovery of financed devices if customers are unable or unwilling to fulfill obligations.
• Document customer interactions and recovery status.
• Operate strictly within approved recovery guidelines and procedures.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed