Role overview

This role is responsible for managing the collection of outstanding debts from clients and customers.

Responsibilities

• Manage multiple delinquent accounts for debt collection efforts.
• Keep track of assigned accounts to identify outstanding debts.
• Plan a course of action to recover outstanding payments.
• Negotiate payoff deadlines or payment plans( restructured inline with agreements) .
• Handle questions or complaints.
• Investigate and resolve discrepancies in payments or accounts.
• Prepare and send dunning letters to delinquent clients at regular intervals and keep track of their payments.
• Prepare daily, weekly and monthly reports on all calls, enquiries and recoveries.

Measures of Success

• Collection rate
• Conversion rate
• Customer Satisfaction Index
• NPS
• # of Cost Saving Initiatives Implemented
• % Training Evaluation

Requirements

Competencies

Functional:

• Database Management
• Good Knowledge of Technology (lending applications)
• Results Orientation
• Initiative
• In-depth Knowledge of Consumer Lending
• Emotional Intelligence

Behavioural:

• Relationship Management (including collaboration & teamwork)
• Effective Communication Skills
• Persuasion
• Time Management
• Continuous Learning & Improvement
• Self-Assured, Confident and Assertive
• Resilience
• Empathy
• Networking
• Effective Listening
• Friendly
• Persuasion
• Calm under pressure
• Initiative

Qualifications & Experience

• OND/HND/BSc in Finance, Accounting, or a related field of study.
• Proficiency in the use of Microsoft office
• Critical thinking and problem solving skills
• A minimum of 3-5 year experiences as a Collection Agent
• Good report writing and communication skills
• Customer service skills
• Good analytical skills
• Knowledge of relevant legal requirements
• Speaking and listening skills
• Negotiation and conflict resolution skills