The Recovery Agent, you will be responsible for managing a diverse range of debt recovery cases, ensuring that outstanding debts are collected in a timely and efficient manner. You will work closely with clients to negotiate payment plans and resolve any disputes while adhering to industry regulations and company policies and liaising with the head office recovery team. Your role is critical in maintaining positive customer relationships while achieving Tugende’s financial goals.

Key Duties and Responsibilities:

Portfolio & Debt Recovery: Manage an assigned portfolio of overdue accounts and ensure outstanding payments are recovered in a timely, professional, and effective manner.
Demand & Recovery Actions: Issue demand notices, follow up on overdue accounts, and take appropriate recovery action in line with Tugende’s policies and procedures.
Asset Recovery: Facilitate the recovery and impoundment of assigned assets, ensuring all recovered assets are properly recorded, booked into branch inventory, and tracked in real time.
Payment Plans & Negotiations: Engage customers to agree on realistic repayment arrangements, monitor adherence to payment plans, and take appropriate action where commitments are not met.
Customer Engagement & Complaints: Handle customer engagements, complaints, and disputes professionally while balancing effective recovery with positive customer relationships.
Case Management & Documentation: Maintain accurate and timely records of all customer communications, recovery activities, negotiations, and case developments in the CRM and approved systems.
Escalation & Collaboration: Work closely with Branch Teams, Head Office Recovery, Legal, and other internal or external stakeholders to facilitate recovery actions, escalations, and resolution of complex cases.
Portfolio Review & Recommendations: Review customer payment history and recovery progress and make recommendations on unproductive leases or termination in line with Tugende’s policies and guidelines.
Reporting: Provide timely and accurate updates and reports on recovery cases, payment commitments, asset recovery, and overall portfolio performance.
Legal & Court Support: Support court and legal proceedings when required, including attending hearings and providing relevant documentation or clerical support as directed by the supervisor or appointed legal counsel.

Qualifications, Skills and Experience:

Diploma and above
1 year of experience in debt recovery, credit control, or a similar role is preferred
Excellent communication and negotiation skills
Knowledge of relevant debt recovery legislation and best practices.
Strong communication skills, both written and verbal, with the ability to negotiate effectively.
Excellent organisational skills and attention to detail.
Ability to handle sensitive situations with tact and professionalism.
Proficient in using MS Office or similar software.
Ability to work under pressure and meet targets.

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Recovery Agent

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