Collection Officer - Enugu at d.light

Position Description

• The Collections Officer is responsible for managing loan recovery process for delinquent accounts by analyzing the customer's financial situation, contacting customers through various communication channels (phone, email, in-person, social media etc), and establishing repayment arrangements.

Roles Responsibilities

• Loan Recovery Process: Initiate and manage the loan recovery process for delinquent accounts by analyzing the customer's financial situation, contacting customers through various communication channels (phone, email, in-person), and establishing repayment arrangements.
• Communication and Negotiation: Engage with customers to understand their financial challenges and negotiate feasible repayment solutions, considering the customer's circumstances and d.light’s policies.
• Collection Activities: Conduct thorough research on customer accounts, update payment statuses, and maintain accurate records of communications and payment arrangements. Implement collection strategies to maximize loan recovery success.
• Compliance and Documentation: Ensure compliance with all legal and regulatory requirements during the loan recovery process. Prepare necessary documentation related to the recovery efforts and maintain confidentiality of sensitive customer information.
• Customer Service: Provide exceptional customer service to customers by addressing their queries and concerns with empathy and professionalism, helping them understand the recovery process and available options.
• Reporting: Prepare regular reports on the status of recovery efforts, detailing progress, challenges, and Key Performance Indicators (KPIs) to management.
• Collaboration: Collaborate with internal teams such as Sales, Supply Chain, and Customer Experience departments to resolve complex cases and identify potential risks related to loan recovery.
• Continuous Improvement: Stay updated on industry best practices and trends in loan recovery and collections. Suggest process improvements and strategies to enhance recovery rates and reduce delinquency.

Requirements

• Bachelor's degree in finance, business administration, or a related field.
• Previous experience in loan recovery, debt collection, or a similar role within the financial services sector is preferred.
• Strong understanding of lending processes, loan products, and loan documentation.
• Excellent communication and negotiation skills with the ability to handle difficult conversations professionally.
• Sound knowledge of relevant laws, regulations, and compliance standards related to loan recovery and debt collection.
• Analytical mindset to assess customers' financial situations and develop suitable repayment plans.
• Proficient in using computer applications, databases, and Customer Relationship Management (CRM) software.
• Ability to work independently and collaboratively as part of a team.
• Demonstrate problem-solving skills and attention to details.
• Empathy and patience when dealing with customers facing financial difficulties.