Call Center Officer – Debt Collection

Function / Department: Call Center

Reports To: Team Manager

Job Purpose: To ensure timely collection of outstanding debts as per agreed terms and limits.

Key Responsibilities

1. Perform

various duties on assigned accounts such as recording, verification and validation of customer’s details as received from clients.

1. Advise

customer on ways of clearing their debts while communicating with them on the importance of paying their debts and consequences of non-payment.

1. Act as

a mediator for disputes between customers and principals/Clients

1. Locate

and notify customers on defaulted accounts by mail, telephone, or scheduled visits in order to ask for payments

1. Deliberate

with customers by telephone or in-person to determine reasons for overdue payments and to review the credit terms for easier settlement of debts.

1. Initiate

the clearance process on cleared debts once you receive payment proof and have the same uploaded by the relevant department.

1. Provide

customers with their correct account details e.g. balances, account numbers etc.

1. Maintaining

data integrity and keep customer details confidential.

1. Attend

to customers during scheduled/unscheduled meetings.

1. Record

information about the financial status of customers and status of collection efforts in the company’s system.

1. Respond

to all correspondences e.g. e-mail, telephone, postal mail.

1. Organize,

manage and implement the most suitable debt recovery method and techniques.

1. Negotiate

credit extensions if and when required.

1. Preparation

of reports as required.

Qualifications

·        Possession of a Diploma in any field from a recognized institution with at least 1-2 years’ experience in Collection/Credit or Sales and Marketing environment (Diploma (Banking/Credit management background will have an added advantage)

·        Strong analytical power, good problem-solving skills and ability to work under immense pressure.

·        Good communication and interpersonal skills to manage stakeholders.

·        Fluency in both spoken and written English is a must.

·        Computer literate & English proficiency.