Call Centre Agent at Finley International Limited

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.

Reporting to Team Leader, call centre agent will:

• 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.

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.