Job Overview
Reporting to the Collections Team Lead, you will be tasked with recoveries of our outstanding portfolio
Responsibilities
Keep track of assigned accounts to identify outstanding debts,
Plan a course of action to recover outstanding payments,
Follow up with debtors through telephone calls to pay the outstanding debt,
Negotiate payoff deadlines, set payment plans, clearing of the arrears, and thereafter regular payments as per the original installment period,
Handle questions and complaints professionally and promptly,
Investigate and resolve disputes efficiently,
Create trust relationships and good rapport with debtors, to avoid future issues,
Update account status and database correctly after/during the call,
Reduce the Delinquent debts in arrears by at least 80% if not 100%
Ensure that debts in arrears are recovered and properly graded in line with CBK prudential guidelines.
Qualifications
Excellent communication & active listening,
Phone etiquette, & problem-solving,
Working with targets & tight deadlines,
Knowledge of relevant collection laws & regulations,
Emotional Intelligence & People management,
Excellent negotiating and persuading skills,
Ability to be polite & compassionate without lacking confidence,
Ability to multitask, & be flexible,
Keen on details and working under pressure,
Proactive, reliable, and positive mindset.
You are highly entrepreneurial. You take the initiative to solve problems before they arise. You’ve started and/or contributed to projects you’re passionate about.
You are a great collaborator. You know that startups are a team sport. You listen to others, speak your mind, and ask the right questions.
Key Measurables:
Number of calls per day (350 minimum)
30% C.R (Month 1), 50% C.R (Month 2), 70% C.R (Month 3)
Q.A Score at 70% avg (Month 1), 80% avg (Month 2), 90% avg (Month 3)
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