- Develop and refine negotiation skills to maximize the recovery of delinquent accounts while maintaining positive customer relations.
- Contact delinquent account holders through digital channels such as email, SMS, and online chat to remind them of outstanding payments.
- 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.
- 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.
- 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
- Data Analysis
- Regulatory framework Knowledge.
- Adherence to data protection statutes
- Digital Communication Tools.
- Credit Scoring and Risk Assessment.
- 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 in working with targets and tight deadlines.
- At least one-year experience in a collection/recoveries role
- Working knowledge of MS Office and databases.
To apply for this job please visit www.hfgroup.co.ke.