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.