Collections Officer (Hausa Speaking) at M-KOPA

Job Description

• You will manage new customer performance; early-stage calling, bad debt monitoring of campaigns improving cash collected, identification of better customer KYC and onboarding processes, and managing risk around early fraud detection, cancellations, and suspension processes.
• You will report to the Senior Lead Collections.

Responsibilities

• You will be involved in actively dialling through the new customer's performance leads aged less than 30 days to understand their reason for late payments or no payments.
• You will offer solutions for customer concerns and issues raised to achieve the first-call resolution
• You are to negotiate with the customer on ways to get back on track with their payments.
• You will maintain a tracker of customer conversations by updating the history logs on Freshdesk and other relevant database applications.
• You will contact customers who've expressed interest to return their full kits and upgraded MKOPA products to understand their reason for return, and record the status of returned items.
• You will educate the customer on the device return policy, advising on money eligible for refund and if no money refundable advice on why that is so.
• You will initiate the downgrade/cancellation process on M-KOPA net to ensure that the cancelled and refund process is completed.
• You will help dial through customers whose accounts are suspended and partnering with different departments to ensure the issues are resolved for customers to resume loan repayment.
• Reporting - You will send a summary analysis of calls done daily on observations made and from time to time with recommendations.

Qualifications

• Candidates should possess a B.Sc Degree in Business Management, Administration, Accounting, and related fields.
• Minimum of 2 years' experience in a similar role.
• Must be able to communicate in Hausa language.
• Excellent attention to detail and thoughtful thinking skills
• Ability to take initiatives
• Call center industry experience.
• Excellent communication skills.
• Excellent persuasion and convincing skills, result-oriented and self-driven.
• Exceptional work ethic and integrity.