Call Centre Agent

Position Reports to Recovery Manager

Position Supervises None

Job Summary

To collect defaulted loans through calls and ensuring high customer service is adhered.

Duties and Responsibilities

a) Provide proper communication through telephone calls with the customers

b) Advise customer on ways of clearing their debt, while communicating to them the

importance of paying their debt and consequences of non-payment.

c) Customer follow up

d) Locate and notify customers on defaulted accounts through phone calls.

e) Manage a huge portfolio of clientele in a timely manner

f) Deliberate with customers by telephone to determine reasons for overdue payments and

to review the credit terms for easier settlement of debts.

g) Keep record of customer interactions recording customers comments and complaints.

h) Provide customers with their correct account details e.g., balances.

i) Organize, manage and implement the most suitable debt recovery method and techniques.

j) Maintain high customer service in a timely and efficient manner.

k) Investigate and resolve any customer queries and complains through verbal or written

correspondence in line with Newark policies.

l) Retain customer loyalty while initiating processes for collection of payments

m) Preparation of reports as required.

Qualifications

 Diploma in any related field from a recognized institution with at least 1-2 years experience in collection/credit or sales and marketing.

 Computer Literate and English Proficiency.

 Fluent in both spoken and written English.

 Good communication and interpersonal skills to manage stakeholders.