Skills for the role
Strong organizational awareness.
Proficiency in Microsoft Office and customer service software.
Outstanding written and verbal communication skills.
Ability to learn fast, ask questions and solve problems.
Ability to handle changing tasks and priorities and adapt quickly.
Ability to establish partnerships with service providers and vendors.
Strong computer proficiency.
Excellent active listening skills.
Good understanding of management practices and techniques.
Excellent leadership and interpersonal skills.
Project management skills.
Budget management skills.
A vision for the role.
Minimum Job Qualifications and work experience requirement (Academic, training, languages, etc.)
Bachelor’s in Commerce, Business Administration ,Finance/Accounting or a related field.
Excellent analytical skills
Excellent computer skills in Microsoft Office (Excel and Word)
Fluent spoken and written English and Kiswahili
5+ years’ experience handling a defaulted clients’ loan book and/or experience with handling defaulted clients loan book being collected by external collection agencies
Experience with CRM.
Motivated and able to self-manage and work independently
Key Performance indicators
Ensure above 90% collections efficiency in the outsourced defaulted account portfolio
Ensure invoicing is executed and shared to the EDC partners by the 5th of every month
Monthly performance reviews with EDC partners with key recommendations for EDC performance improvement and client feedback from outsourced portfolio for internal review and improvement
Weekly collections reports from EDC partners with additional client feedback from outsourced portfolio for internal review and improvement
Ensure collections reports are sent to EDC partners every day
Monthly collection process audits to ensure appropriate communication across are always adhered to by EDC collection partners.
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