Customer Service Associate – Loan Origination & Collections Support – Kingston, Jamaica

Every conversation has the power to help someone move forward. If you’re looking for customer service jobs in Jamaica, call center jobs in Kingston, collections jobs, or financial services careers, Fusion CX is hiring Customer Service Associates for our Loan Origination & Collections Support team in Kingston, Jamaica. This is an exciting opportunity to build a rewarding career supporting customers throughout their lending journey—from assisting with new loan applications to helping existing customers manage repayments with confidence. If you’re a strong communicator who enjoys solving problems, building relationships, and delivering exceptional customer experiences, you’ll thrive in this fast-paced, customer-focused environment.

Whether you’re helping customers complete a loan application or supporting them with repayment solutions, every interaction you have makes a meaningful difference.

Job Description:

About the Role

As a Customer Service Associate – Loan Origination & Collections Support, you will manage customer interactions throughout the lending lifecycle. Your responsibilities will include engaging new loan applicants, verifying application information, guiding customers through the approval process, following up on pending applications, and assisting customers with payment arrangements on active or past-due accounts.

Success in this role requires excellent communication skills, strong attention to detail, a customer-first mindset, and the ability to manage multiple priorities while delivering an exceptional customer experience.

Key Responsibilities

Loan Origination Support

• Respond promptly to new customer leads and initiate outbound contact.
• Verify customer identity and confirm loan application details.
• Clearly explain loan products, terms, and application requirements.
• Collect and validate employment, income, banking, and supporting information.
• Guide customers through bank verification, document completion, and digital signing processes.
• Assist customers in completing online applications and required documentation.
• Submit completed applications for underwriting review.
• Support returning customers and previously declined applicants where applicable.
• Maintain ownership of each application from initial contact through funding.

Pipeline & Customer Follow-Up

• Prioritize new applications while actively managing pending applications.
• Conduct outbound follow-up calls to move applications toward completion.
• Respond professionally to customer inquiries via phone, email, and text.
• Maintain accurate customer records and application updates within CRM systems.

Collections & Account Support

• Contact customers regarding active and past-due loan accounts.
• Schedule and confirm customer payments according to loan agreements.
• Assist customers with payment arrangements and account resolution.
• Handle inbound inquiries regarding payment assistance and account extensions.
• Follow up on delinquent accounts while maintaining professionalism and empathy.
• Process payment extensions and retry payment requests where applicable.
• Clearly communicate account status and payment expectations.
• Document all customer interactions and payment arrangements accurately.

Customer Experience

• Listen carefully to understand each customer’s situation.
• Recommend appropriate solutions based on individual circumstances.
• Balance business objectives with exceptional customer care.
• Meet productivity, quality, compliance, and customer satisfaction goals.
• Follow all company policies, regulatory requirements, and operational procedures.

Job Requirements:

Education

• Graduation from a recognized institution is required.

Experience

• Previous experience in customer service, collections, loan processing, financial services, banking, lending, or contact center operations is preferred.
• Candidates with strong customer service experience and excellent communication skills are encouraged to apply.

Skills & Competencies

• Excellent verbal and written communication skills.
• Outstanding customer service and relationship-building abilities.
• Strong active listening and problem-solving skills.
• High attention to detail and accuracy.
• Ability to explain financial products and application processes clearly.
• Strong negotiation and customer handling skills.
• Ability to multitask and prioritize work in a fast-paced environment.
• Results-driven with strong follow-up and conversion skills.
• Comfortable working with CRM systems and multiple business applications.
• Strong organizational and time management skills.

Work Details

Location: Kingston, Jamaica

Work Mode: Work From Office (WFO)

Why Join Fusion CX?

At Fusion CX, every customer interaction is an opportunity to create trust, solve problems, and positively impact someone’s financial journey. Join a global customer experience organization where innovation, collaboration, and career development are at the heart of everything we do. When you join our Loan Origination & Collections team, you’ll build valuable expertise in financial services, customer engagement, and relationship management while working alongside experienced professionals in a supportive, people-first environment.

Here’s what makes Fusion CX different:

• Build expertise in loan origination, customer service, collections, and financial support operations.
• Develop highly sought-after communication, negotiation, and relationship management skills.
• Gain hands-on experience supporting customers throughout the lending lifecycle.
• Work in a collaborative workplace that values learning, recognition, and continuous development.
• Explore long-term career opportunities across Operations, Quality, Training, Workforce Management, Customer Success, and Leadership.

If you’re searching for customer service jobs in Jamaica, call center jobs in Kingston, loan processing jobs, collections jobs in Jamaica, financial services jobs, customer support careers, or BPO jobs in Jamaica, this is your opportunity to grow your career with one of the world’s leading customer experience companies. Apply today and help customers move forward—one conversation at a time.