Debt Collection Officer at Kuda Bank

Roles & Responsibilities

• Collect payments on past due bills via calls or scheduled/unscheduled visits.
• Use credit bureau, background checks and other information to locate, create and manage a list of people who have not made payments according to severity of delinquency.
• Inform clients of overdue accounts and amount currently owed and utilize computer systems to handle skip tracing.
• Attempt to collect payment.
• Ensure all customer information is correct, including phone numbers and addresses account reconciliations, payment application, recording of adjustments (write-offs, credit memos, etc.), name changes etc.
• Listen to customer's story and determine if debt can be collected or record new commitment to repay debt.
• Set up repayment plans and new terms of sale.
• Offer advice or refer customers to debt counselors.
• Initiate repossession proceedings or hand over account to the recovery team that specializes in debt collection.
• Purge records if debt has been satisfied and report satisfied debts to credit bureaus.
• Adhere with relevant regulations, policies and processes in dealing with debt collection.
• Purge records from deceased people.

Measures of Success:

• Collection rate
• Conversion rate
• Customer Satisfaction Index
• NPS
• # of Cost Saving Initiatives Implemented
• % Training Evaluation

Requirements
Competencies:

Functional:

• Database Management
• Good Knowledge of Technology (lending applications)
• Results Orientation
• Initiative
• In-depth Knowledge of Consumer Lending
• Emotional Intelligence

Behavioural:

• Relationship Management (including collaboration & teamwork)
• Effective Communication Skills
• Persuasion
• Time Management
• Continuous Learning & Improvement
• Self-Assured, Confident and Assertive
• Resilience
• Empathy
• Networking
• Effective Listening
• Friendly
• Persuasion
• Calm under pressure
• Initiative

Qualifications & Experience

• Relevant Degree or Diploma preferred
• At least 1 - 4 years’ experience in a similar role within the Financial services industry.
• Knowledge of research tools and access to market research

Benefits
Become a part of one of the trailblazers in the challenger banking arena by joining the exciting and ambitious team at Kuda Bank as we work to become the neobank for ‘every African on the planet’.

• An exciting and flexible work environment
• Competitive pay
• Smart and kind coworkers
• Full pension contribution
• Reliable health insurance