Debt Collection Agents
- Key ResponsibilitiesA. Debt Collection & Recovery
Contact customers with overdue loans through telephone calls, SMS, WhatsApp, email and other approved communication channels .
Follow up consistently on assigned delinquent accounts to secure payment.
Communicate outstanding balances, payment due dates and available repayment options accurately.
Negotiate structured repayment plans within approved company guidelines.
Follow up on broken promises-to-pay and missed instalments.
Encourage customers to make timely payments and prevent further delinquency.
Escalate accounts requiring further recovery action in accordance with company procedures.
B. Customer Engagement
Understand the reasons behind customers' payment difficulties and identify appropriate repayment solutions.
Maintain a professional, respectful and solution-oriented approach when dealing with customers.
Handle customer complaints, disputes and payment-related queries effectively.
Provide accurate information regarding loan balances, repayment arrangements and payment channels.
Maintain positive customer relationships while pursuing recovery objectives.
C. Portfolio Management
Manage an assigned portfolio of delinquent accounts effectively.
Prioritize accounts based on age of debt, outstanding balance, risk level and recovery probability .
Review customer payment history and collection notes before making follow-up calls.
Monitor repayment commitments and ensure agreed payments are received.
Identify accounts showing increased risk of default and escalate them promptly.
D. Collections Administration & Documentation
Maintain accurate and up-to-date records of all collection activities.
Record customer conversations, commitments, payments, disputes and follow-up actions in the collections system/CRM .
Ensure all promises-to-pay are accurately captured and monitored.
Prepare daily and weekly collection reports as required.
Reconcile collection information and report discrepancies to the supervisor.
Maintain complete and confidential customer records.
E. Recovery Targets & Performance
Meet or exceed daily, weekly and monthly recovery targets .
Achieve agreed contact, promise-to-pay and repayment conversion targets.
Monitor individual portfolio performance and take corrective action where necessary.
Participate in collection campaigns aimed at improving recovery rates.
Provide regular updates on difficult, high-value or high-risk accounts.
F. Compliance & Data Protection
Conduct all collection activities in accordance with company policies, applicable laws, regulatory requirements and approved collection procedures .
Maintain strict confidentiality of customer financial and personal information.
Use customer information only for legitimate and authorized collection purposes.
Avoid harassment, intimidation, misleading representations or unauthorized disclosure of customer information.
Escalate suspected fraud, identity issues, disputes or compliance concerns to the appropriate department.