Collections Officer at M-KOPA

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 2 years experience in a similar role.
• B.Sc degree in business management, administration, accounting, and related fields.
• Excellent attention to detail and innovative thinking skills
• Fluency in Hausa Language.
• 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.