Call Centre Agents. (Nairobi Region)

Department Targets;

Achieve Monthly targets in the following KPIs

•    Collections Targets

•    Adherence to SoPs

 Other Responsibilities Include

-Carry out debt collections and consistently meet and maintain collections targets daily, including the targeted number of effective/quality calls captured well in CRM.

-Maintain a realistically low incidence  rate of bad debt in with the monthly targets by ensuring no rollover.

-Anticipate developments and identify accounts that may require special attention and flag them early.

-Handle disputed accounts by collecting all relevant information and documents to reconcile customer queries.

-Compile documentation and necessary reports for necessary action by management.

-Maintain accurate individual records and performance statistics for once portfolio.

-Obtain sufficient information to assess the risk of new and existing customers

-Work within guidelines provided and as per the credit policy and report to line manager.

-Close liaison with all colleagues in the team to ensure effective coordination of collection activity ,the target being timely and query resolution.

-Ensure clients feedback is well captured in the CRM.