Job Summary

The Debt Collector collects on designated high-risk delinquent accounts, maintains good customer relations with borrowers and effectively solves problems in an effort to resolve account delinquency and prevent losses.

  • Minimum Qualification: Bachelor
  • Experience Level: Mid level
  • Experience Length: 2 years

Job Description

Job Responsibilities

•    Call customers with overdue accounts
•    Understand and explain benefits of repayment and credit history to customers
•    Correct customer misunderstandings on product policies and terms
•    Diffuse tension from bad customer experiences with the application
•    Set up payment plans and follow-up schedule
•    Establish and maintain caring relationships with customers, determine reasons for non-payment and engage in negotiations to bridge business and customer needs
•    Educate customers on consequences for late payments
•    Escalate difficult or unusual cases to Team Lead
•    Escalate and document problems with customer identification information
•    Provide feedback on reasons for default to Team Lead
•    Champion the voice of the customer to Team Lead by providing input on product and user experience
•    Engage in creative projects and tasks at the request of Team Lead (example: onboarding welcome calls, white-glove service for top customers, etc.)

Job Qualifications

•    At least a Bachelor’s degree in finance industry.
•    Previous collections experience is compulsory
•    High level of financial literacy
•    Strong problem-solving, negotiation, and conflict resolution skills
•    Fast at typing and working with modern, digital technology
•    Excellent communication skills, both verbally and in writing
•    Willingness to work a flexible and variable schedule
•    Patient and able to handle customer complaints or misunderstandings
•    Strong work ethic, punctual, accountable, and team player
•    Quick learner, creative, intellectually curious and unafraid to ask questions
•    Able to multi-task and work on multiple projects simultaneously
•    Readily accepts feedback and incorporates changes into behavior
•    Desire to go above and beyond job requirements to deliver an excellent customer experience an create capacity-building change for the company
•    Experience with multiple types of formal and informal credit products

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KSh Confidential
| Full Time |
KSh Confidential
| Full Time |
KSh Confidential