The Role
Specifically, the successful jobholder will be required to:
- Conduct outbound calls to customers with overdue facilities and to secure payment commitments and follow up to ensure fulfilment.
- Engage customers professionally using approved collection scripts and guidelines, and maintain regular contact with customers within the assigned portfolio.
- Manage allocated accounts within the assigned arrears portfolio and ensure containment of accounts within early arrears buckets.
- Prioritize customers requiring immediate intervention to prevent deterioration.
- Escalate complex or high-risk cases to the Team Leader for further action.
- Promote enrolment of customers onto Settlement Instructions and other approved solutions.
- Educate and support initiatives aimed at improving repayment behaviour and available repayment options.
- Identify and report signs of customer distress, such as reduced business activity, cash flow challenges, business closure or relocation, diversion of business proceeds, and repeated broken payment commitments.
- Maintain accurate and timely updates in E-Collect and other designated systems.
- Record all customer engagements, commitments, and outcomes.
- Support campaigns and initiatives aimed at improving portfolio quality.
- Escalate matters requiring field visits, restructuring, legal action, or other remedial interventions.
Skills, Competencies and Experience
The successful candidate will be required to have the following skills and competencies:
- Bachelor’s Degree in Business Administration, Finance, Banking, Economics, Accounting, Marketing, or a related field from a recognized institution.
- At least one 1 year experience in tele-collections, debt collections, or a related field.
- Experience in financial services or debt collection will be an added advantage.
- Experience in customer engagement and negotiation skills, knowledge of lending and collection processes.
- Report writing, documentation skills, computer literacy and proficiency in Microsoft Office applications.
