Collections Officer at M-KOPA

The purpose of this role is to manage new customer performance; early-stage calling, bad debt monitoring and management of campaigns improving cash collected, identification of better customer KYC and onboarding processes, and managing risk around early fraud detection, cancellations, and suspension processes. 

Responsibilities

• Actively dialing through the new customer's performance leads aged less than 30 days to understand their reason for late payments or no payments. 
• Offer solutions for customer concerns and issues raised to achieve the first-call resolution
• Negotiate with the customer on ways to get back on track with their payments.  
• Update and maintain a tracker of customer conversations by updating the history logs on Freshdesk and other relevant database applications. 
• Contacting 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.  
• 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.  
• Initiate the downgrade/cancellation process on M-KOPAnet to ensure that the canceled and refund process is completed. 
• Dialing through customers whose accounts are suspended and liaising with different departments to ensure the issues are resolved for customers to resume loan repayment.
• Reporting and analysis - send a summary analysis of calls done daily on observations made and from time to time with recommendations.

Qualifications

• Minimum of 1-year experience in a similar role.
• B.Sc degree and business management, administration, accounting, and or related field.
• Excellent attention to detail and innovative 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.