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4 weeks ago

Job Summary

To ensure that debt which is owed to a company is paid as quickly as possible and to oversee a team of staff whose job is to contact individuals who are late in making payments on the loan products and services they have received.

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

Job Description/Requirements

Position Reports to
Head of Operation

Position Supervises
Call agents and Field Collections Agent

Job Summary
To ensure that debt which is owed to a company is paid as quickly as possible and to oversee a team of staff whose job is to contact individuals who are late in making payments on the loan products and services they have received.

Duties and Responsibility
a) Supervises Field collection and call center Agents to ensure monthly targets are met. Collection task of all moneys defaulted since inception
b) Work with Field Collections agent on process of retrieving money owed to meet a 95% plus month on month.
c) Handles complaints or difficult calls and making sure employees comply with company policies when contacting individuals to collect past due balances that they owe.
d) Ensures that all written correspondence complies with company policies in terms of verbiage and frequency of contact.
e) Achieve monthly collections target (Recovery of defaulted amounts within period given).
f) Retain customer loyalty while initiating processes for collection of payments.
g) Maintain and update customer records from whom collections are made.
h) Field visit on difficult clients with the objective of collections
i) Detection of fraudulent activities and reporting on the same.
j) Monitors call reports to make sure Call Center agents are making enough phone contacts each day and interactions fed in the system.
k) Identifies areas of the collection process that need improvement and implements an enhanced process that will help collectors be more effective.
l) Tracks the rate of success of the entire process and continues with adjustments when necessary.
m) Training inhouse debt collectors’ team to enhance their capacity and skills.
n) Ensure allocated accounts are monitored on a daily basis and appropriate actions taken to ensure that the collection portfolio remains within accepted limits through the application of sound credit judgment within policy guidelines.
o) Contact defaulting customers by calling and visiting them with an aim of negotiating settlement of the arrears
p) Preparation of management reports to be submitted to the senior management on a weekly basis.
q) Any other duties as may be assigned by the supervisor

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