Principle Accountabilities
Negotiation.
- Develop and refine negotiation skills to maximize the recovery of delinquent accounts while maintaining positive customer relations.
Customer Outreach.
- Contact delinquent account holders through digital channels such as email, SMS, and online chat to remind them of outstanding payments.
Payment Negotiations.
- Engage in negotiations to establish payment plans or settlements with customers who are behind on their payments, while adhering to bank policies and regulations.
Security and Confidentiality.
- Safeguard customer information and maintain the confidentiality of sensitive data in accordance with data protection laws and bank policies.
Customer Assistance.
- Assist customers in understanding their financial obligations, payment options, and the consequences of non-payment, while demonstrating empathy and professionalism. Handle questions or complaints regarding digital loans.
Record-keeping
- Maintain accurate records of all communication with customers, payment arrangements, and any relevant information regarding the collection efforts and keeping track of assigned accounts to identify outstanding efforts.
Investigate and resolve discrepancies together with the team leader.
- Plan course of action to recover outstanding payments.
- Create trust relationships with debtors when possible to avoid future issues.
- Update account status regularly.
- Alert superiors of debtors unwilling or unable to pay when necessary.
- Communicate with management and other team members about methods and strategies to ensure a positive rate of customers agreeing to repay their debts.
- Participate in team meetings and huddles for improvements in the team process and tasks.
Key Competencies and Skills
- Technical Competencies
- Data Analysis
- Reporting.
- Regulatory framework Knowledge.
- Adherence to data protection statutes
- Digital Communication Tools.
- Credit Scoring and Risk Assessment.
General competencies
- Excellent communication and people skills.
- Apt in negotiating and persuading.
- Customer Service Orientation.
- Time management.
- Problem solving.
- Emotional intelligence
- Strong business acumen
Minimum Qualifications, Knowledge and Experience
Qualifications- Academic and Professional
- Bachelor’s degree from an accredited University preferably in a business-related field
Experience
- Experience in working with targets and tight deadlines.
- At least one-year experience in a collection/recoveries role
- Working knowledge of MS Office and databases.