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Call Centre Agent

Closing: Jun 30, 2024

10 days remaining

Published: Jun 5, 2024 (16 days ago)

Job Requirements

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Job Summary

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The overall objective of this role is to follow up on non-performing loan accounts and implement a recovery action plan to achieve timely and maximum loan recovery.

REQUIRED QUALIFICATIONS AND EXPERIENCE

  • Possession of a Diploma in any field from a recognized institution with at least 1-2 years’ experience in Debt Collection/Credit or Sales and Marketing.
  • Diploma in either Banking/Credit management background will have an added advantage.
  • Demonstrate a clear understanding of recovery processes with sound understanding of debt recovery process and techniques.
  • Should have strong analytical power, good problem-solving skills and ability to work under immense pressure.
  • Must have ability to translate and apply Credit knowledge to improve positive results in negotiations with clients.
  • Excellent written and communication skills and the ability to communicate effectively to individuals and groups of people.


Responsibilities
The overall objective of this role is to follow up on non-performing loan accounts and implement a recovery action plan to achieve timely and maximum loan recovery.

REQUIRED QUALIFICATIONS AND EXPERIENCE

  • Possession of a Diploma in any field from a recognized institution with at least 1-2 years’ experience in Debt Collection/Credit or Sales and Marketing.
  • Diploma in either Banking/Credit management background will have an added advantage.
  • Demonstrate a clear understanding of recovery processes with sound understanding of debt recovery process and techniques.
  • Should have strong analytical power, good problem-solving skills and ability to work under immense pressure.
  • Must have ability to translate and apply Credit knowledge to improve positive results in negotiations with clients.
  • Excellent written and communication skills and the ability to communicate effectively to individuals and groups of people.


  • Monitor allocated portfolio of delinquent loans facilities and determine appropriate collections strategy within pre-determined policies, guidelines and regulation.
  • Perform various duties on assigned accounts such as recording, verification and validation of customer’s details as received from clients.
  • Advise customer on ways of clearing their debts while communicating with them on the importance of paying their debts and consequences of non-payment.
  • Resolve and mediate disputes between customers and principals/clients.
  • Locate and notify customers on defaulted loan accounts by mail, telephone, or scheduled visits in order to recover payments.
  • Prepare approval requests for negotiated settlements and follow up until account is fully settled and the balance paid off.
  • Maintain and prepare monthly collections reports, updates and status.
  • Initiate demand and reminder letters to all defaulting customers and review all credit accounts for proper documentation and monitoring.
  • Initiate the clearance process on cleared debts once you receive payment proof and have the same shared to relevant clients.
  • Provide customers with their correct account details e.g. loan balance and account numbers.
  • Maintaining data integrity and keep customer details confidential.
  • Responding to all customer correspondences via e-mail, telephone and postal mail.


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