Customer Support Collections Associate at Wasoko

You are responsible for the execution of Wasoko’s Financial Services collection strategy in the contact centre. You will be responsible for the timely collection of outstanding debts as per agreed terms and limits..

• Location: Wasoko Contact Centre HQ
• Reporting into: CS Lead with a dotted line to FS Manager

Key Responsibilities

• Monitor credit accounts to identify any outstanding invoices.
• Daily follow-up of overdue invoices through phone calls and reminders
• Developing Pay Plans / Promise to Pay database with consistent follow-ups
• Conduct customer education to all new and existing clients to ensure adherence to Wasoko credit terms and communicate any changes in policy
• Handle all customer and agents complaints or support needs within the credit portfolio
• Provide customers with their correct account details e.g. balances, account numbers etc.
• Update account status records and report on collection efforts and activities
• Record information about the financial status of customers and the status of collection efforts in the company’s systems
• Any other duties may be assigned

KPIs

• Ensure collections are in line with set targets.
• High Collection Effectiveness Index
• High Collection Percentage

Desired Skills and Experience

• Possession of a Diploma in any field from a recognized institution with at least 1-2 years experience in a Collection/Credit or Sales environment (Knowledge of BNPL procedures will be an added advantage)
• Familiarity with laws related to debt collection
• Demonstrate good customer service skills while dealing with customers.
• Excellent written, verbal, active listening and phone communication skills.
• Strong analytical & negotiation power, good problem-solving skills and ability to achieve set targets.