Summary
Date Posted: Tuesday, February 11 2025, Base Salary: Not Disclosed

JOB DETAILS:
About the Role:
The role will primarily focus on managing loan collections for individuals and Small & Medium Enterprises (SMEs). The ideal candidate will have experience in a call centre environment, with a specific focus on collections, and a strong background in customer service. This is a key position requiring professionalism, excellent communication skills, and the ability to maintain strong relationships with clients while ensuring successful loan repayment.

Key Responsibilities:
• Conduct outbound calls to borrowers (individuals and SMEs) for loan collections.
• Engage with clients to assess repayment status, resolve issues, and ensure timely payment.
• Identify and understand customers’ financial situations to offer suitable repayment solutions.
• Maintain accurate records of all client interactions, payment commitments, and loan updates in the system.
• Collaborate with internal teams to escalate issues or concerns for further action if necessary.
• Provide exceptional customer service, maintaining professionalism and empathy in all communications.
• Ensure compliance with company policies and regulatory requirements in all collection activities.
• Meet daily, weekly, and monthly collection targets as assigned by the Collections Manager.
• Offer customers guidance and support in resolving overdue accounts, while adhering to company protocols and best practices.
• Prepare and follow up on reminders for loan repayments and payment plans.

Qualifications & Requirements:
• Bachelor’s degree in Business, Commerce, or a related field.
• At least 2 years of work experience in a call centre, with a focus on loan collections or a similar role.
• Proven experience in customer service, with excellent verbal and written communication skills.
• Strong interpersonal and negotiation skills.
• Ability to remain calm and professional under pressure while managing difficult conversations.
• Knowledge of collection procedures and relevant financial regulations.
• High level of attention to detail and accuracy in documenting client information.
• Goal-oriented with a drive to meet performance targets.
• Proficient in Microsoft Office Suite and other call centre software/tools.
• Ability to work in a fast-paced environment and handle high call volumes effectively.
Preferred Skills:
• Previous experience working with collections software.
• Fluency in additional languages is an advantage.

Work Hours: 8

Experience in Months: 24

Level of Education: Bachelor Degree

Job application procedure
• Interested and qualified? Click here to apply

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