Job Description

Posted 4 months ago

As a Recovery call centre Agent, you will be responsible for managing a diverse range of debt recovery cases, ensuring that outstanding debts are collected in a timely and efficient manner. You will work closely with clients to negotiate payment plans and resolve any disputes while adhering to industry regulations and company policies and liaising with the head office recovery team. Your role is critical in maintaining positive customer relationships while achieving Tugende’s financial goals.

Key Responsibilities:

• Account Management: Monitor and manage assigned accounts to identify overdue payments.
• Customer Contact: Initiate contact with borrowers via phone, email, or mail to discuss their accounts and arrange repayment plans.
• Negotiation: Negotiate repayment terms and schedules with borrowers to ensure timely debt recovery.
• Payment Processing: Facilitate the processing of payments and update account records accordingly.
• Record Keeping: Maintain accurate and detailed records of all collections activities and communications.
• Reporting: Prepare and submit regular reports on collections activities, outstanding debts, and recovery performance.
• Compliance: Ensure all collections activities comply with internal policies and relevant legal and regulatory requirements.
• Collaboration: Work closely with the underwriting team and other departments to resolve issues related to loan repayment.
• Customer Service: Provide excellent customer service by addressing borrower inquiries and concerns professionally and empathetically.
• Field Coordination: Liaise with external bailiffs and internal field recovery team to coordinate field recovery actions, including asset impounding for non-performing loans.
• Recovery Oversight: Monitor and support field recovery efforts, ensuring timely execution of impounding and escalating to recovery management where expected impounding has not happened.
• Continuous Improvement: Identify and recommend improvements to the collections process and strategies to enhance recovery rates.

Qualifications and Skills:

• 2- years’ Experience in debt recovery, credit control, or a similar role is preferred
• Excellent communication and negotiation skills
• Knowledge of relevant debt recovery legislation and best practices.
• Strong communication skills, both written and verbal, with the ability to negotiate effectively.
• Excellent organizational skills and attention to detail.
• Ability to handle sensitive situations with tact and professionalism.
• Proficient in using MS Office or similar software.
• Ability to work under pressure and meet targets.

Work Hours: 8

Experience in Months: 24

Level of Education: bachelor degree

How to apply

Interested and qualified? click here to apply

Tagged as: Tugende