Digital Collections Agent at HF Group

Principle Accountabilities

• Negotiation.
• Develop and refine negotiation skills to maximize the recovery of delinquent accounts while maintaining positive customer relations.
• Customer Outreach.
• Contact delinquent account holders through digital channels such as email, SMS, and online chat to remind them of outstanding payments.
• Payment Negotiations.
• Engage in negotiations to establish payment plans or settlements with customers who are behind on their payments, while adhering to bank policies and regulations.
• Security and Confidentiality.
• Safeguard customer information and maintain the confidentiality of sensitive data in accordance with data protection laws and bank policies.
• Customer Assistance.
• Assist customers in understanding their financial obligations, payment options, and the consequences of non-payment, while demonstrating empathy and professionalism. Handle questions or complaints regarding digital loans.
• Record-keeping
• Maintain accurate records of all communication with customers, payment arrangements, and any relevant information regarding the collection efforts and keeping track of assigned accounts to identify outstanding efforts.
• Investigate and resolve discrepancies together with the team leader.
• Plan course of action to recover outstanding payments.
• Create trust relationships with debtors when possible to avoid future issues.
• Update account status regularly.
• Alert superiors of debtors unwilling or unable to pay when necessary.
• Communicate with management and other team members about methods and strategies to ensure a positive rate of customers agreeing to repay their debts.
• Participate in team meetings and huddles for improvements in the team process and tasks.

Key Competencies and Skills

Technical Competencies

• Data Analysis
• Reporting.
• Regulatory framework Knowledge.
• Adherence to data protection statutes
• Digital Communication Tools.
• Credit Scoring and Risk Assessment.
• General competencies
• Excellent communication and people skills.
• Apt in negotiating and persuading.
• Customer Service Orientation.
• Time management.
• Problem solving.
• Emotional intelligence
• Strong business acumen

Minimum Qualifications, Knowledge and Experience

Qualifications- Academic and Professional

• Bachelor’s degree from an accredited University preferably in a business-related field

Experience

• Experience in working with targets and tight deadlines.
• At least one-year experience in a collection/recoveries role
• Working knowledge of MS Office and databases.