Debt Collection Agents

2. Key ResponsibilitiesA. Debt Collection & Recovery

• Contact customers with overdue loans through telephone calls, SMS, WhatsApp, email and other approved communication channels.
• Follow up consistently on assigned delinquent accounts to secure payment.
• Communicate outstanding balances, payment due dates and available repayment options accurately.
• Negotiate structured repayment plans within approved company guidelines.
• Follow up on broken promises-to-pay and missed instalments.
• Encourage customers to make timely payments and prevent further delinquency.
• Escalate accounts requiring further recovery action in accordance with company procedures.

B. Customer Engagement

• Understand the reasons behind customers' payment difficulties and identify appropriate repayment solutions.
• Maintain a professional, respectful and solution-oriented approach when dealing with customers.
• Handle customer complaints, disputes and payment-related queries effectively.
• Provide accurate information regarding loan balances, repayment arrangements and payment channels.
• Maintain positive customer relationships while pursuing recovery objectives.

C. Portfolio Management

• Manage an assigned portfolio of delinquent accounts effectively.
• Prioritize accounts based on age of debt, outstanding balance, risk level and recovery probability.
• Review customer payment history and collection notes before making follow-up calls.
• Monitor repayment commitments and ensure agreed payments are received.
• Identify accounts showing increased risk of default and escalate them promptly.

D. Collections Administration & Documentation

• Maintain accurate and up-to-date records of all collection activities.
• Record customer conversations, commitments, payments, disputes and follow-up actions in the collections system/CRM.
• Ensure all promises-to-pay are accurately captured and monitored.
• Prepare daily and weekly collection reports as required.
• Reconcile collection information and report discrepancies to the supervisor.
• Maintain complete and confidential customer records.

E. Recovery Targets & Performance

• Meet or exceed daily, weekly and monthly recovery targets.
• Achieve agreed contact, promise-to-pay and repayment conversion targets.
• Monitor individual portfolio performance and take corrective action where necessary.
• Participate in collection campaigns aimed at improving recovery rates.
• Provide regular updates on difficult, high-value or high-risk accounts.

F. Compliance & Data Protection

• Conduct all collection activities in accordance with company policies, applicable laws, regulatory requirements and approved collection procedures.
• Maintain strict confidentiality of customer financial and personal information.
• Use customer information only for legitimate and authorized collection purposes.
• Avoid harassment, intimidation, misleading representations or unauthorized disclosure of customer information.
• Escalate suspected fraud, identity issues, disputes or compliance concerns to the appropriate department.