Dedicated Loan Recovery Call Center Agent at Lagos State Government

Job Purpose

• Responsible for monitoring and contacting loan beneficiaries for repayment, especially those within “0-30” Days Past Due Bracket. Create innovative and effective strategies in accordance with legal framework requirements to recover overdue loans.

Duties and Responsibilities

• Contacting loan beneficiaries daily and informing them of their loan repayment obligations via phone calls
• Support Internal Recovery Officers on calls to 31-120 days defaulters
• Responding to loan beneficiaries’ queries and escalating accordingly
• Providing daily report on loan beneficiaries’ feedback
• Engage defaulting members through the telephone and e-mails to recover payments on defaulted accounts.
• Liaising with Internal Recovery Team on beneficiaries that have passed the “0-30” DPD Bracket that require physical visit
• Maintain daily activity logs of number of calls, related party contacts, promises to pay and promises to pay kept
• Recovery of overdue loan (1-30 Days Bracket)
• Verify information of defaulted payments and follow up with a call
• Negotiate effective payment plan arrangements & follow up on the progress of payments
• Write and submit timely reports on performance, targets, and beneficiaries’ queries

Qualifications & Experience

• First Degree or Higher National Diploma certificate (minimum of lower credit) from a recognized higher institution
• Minimum of 2 years’ cognate experience in related function

Knowledge, Skills and Abilities required for the role:

• Strong active-listening and verbal-communication skills (especially with ability to relate in Yoruba or Pidgin English)
• Good interpersonal skills
• Proficiency in problem-solving
• Ability to multitask and manage time effectively
• Experience working in a call center or customer-support role or lending financial institution
• Good negotiation skills
• Expertise in conflict resolution
• Good knowledge of CRM practices and systems
• Be proficient in the use of Microsoft packages