Servicing and Collections Associates at Branch

Job Overview

Reporting to the Collections Team Lead, you will be tasked with recoveries of our outstanding portfolio

Responsibilities

• Keep track of assigned accounts to identify outstanding debts,
• Plan a course of action to recover outstanding payments,
• Follow up with debtors through telephone calls to pay the outstanding debt,
• Negotiate payoff deadlines, set payment plans, clearing of the arrears, and thereafter regular payments as per the original installment period, 
• Handle questions and complaints professionally and promptly,
• Investigate and resolve disputes efficiently,
• Create trust relationships and good rapport with debtors, to avoid future issues,
• Update account status and database correctly after/during the call,
• Reduce the Delinquent debts in arrears by at least 80% if not 100%  
• Ensure that debts in arrears are recovered and properly graded in line with CBK prudential guidelines.

Qualifications

• Excellent communication & active listening,
• Phone etiquette, & problem-solving, 
• Working with targets & tight deadlines, 
• Knowledge of relevant collection laws & regulations,
• Emotional Intelligence & People management,
• Excellent negotiating and persuading skills,
• Ability to be polite & compassionate without lacking confidence,
• Ability to multitask, & be flexible, 
• Keen on details and working under pressure,
• Proactive, reliable, and positive mindset. 
• You are highly entrepreneurial. You take the initiative to solve problems before they arise. You’ve started and/or contributed to projects you’re passionate about.
• You are a great collaborator. You know that startups are a team sport. You listen to others, speak your mind, and ask the right questions.

Key Measurables:

• Number of calls per day (350 minimum)
• 30% C.R (Month 1), 50% C.R (Month 2), 70% C.R (Month 3)
• Q.A Score at 70% avg (Month 1), 80% avg (Month 2), 90% avg (Month 3)