Pre-Collection Officer at Credit Direct Limited

The Pre-Collections Officer is responsible for proactively engaging borrowers in the early stages of loan repayment to prevent delinquency. This includes monitoring repayment schedules, sending reminders, providing education and support to customers facing difficulties, and initiating early interventions. Reducing default risk and maintaining early repayment.

Key Responsibilities:

Early Engagement & Reminders:

• Monitor accounts approaching due dates using based on data shared by the Risk Intelligence team. 
• Persistently and politely reach customers via SMS, phone calls, robocalls, emails, and WhatsApp to remind customers of upcoming payments. 
• Engage customers in friendly and professional conversations to encourage timely repayment. 

Customer Support & Education: 

• Identify and document reasons for potential late payments. 
• Educate customers on repayment options, loan terms, penalties for missed payments, and benefits of timely repayment. 
• Escalate hardship cases or requests for rescheduling to the appropriate team. 

Digital Collections Tools Usage: 

• Use automated dialers and AI-powered robocalls for high-volume outreach. 
• Engage with customers on WhatsApp using structured scripts and escalation workflows. 
• Record all interactions and follow-ups on collections worksheet and NX 360 

Monitoring:  

• Track response rates, repayment intentions, and customer feedback from engagement. 
• Highlight accounts at risk of delinquency and recommend early interventions. 

Collaboration & Continuous Improvement: 

• Work closely with Loan Officers, Collections Officers, and Customer Service and Trops operations to coordinate efforts. 

Requirements

Education/Professional Qualification:

• Bachelor’s Degree or HND in Finance, Business Administration, Economics, or related discipline. 
• Minimum of 1 year of experience in customer service, tele-collections, call center operations, or financial services. 
• Familiarity with CRM platforms (e.g., Microsoft Dynamics), loan management systems (e.g., NX360), and digital engagement tools. 

Technical:

• Basic credit risk understanding 
• Use of auto-diallers & CRM tools 
• Digital channel proficiency (WhatsApp, SMS) 
• Data entry and reporting accuracy 
• Microsoft Office (Excel, Word)

Behavioural:

• Excellent communication skills (verbal & written)
• Persuasive and empathetic engagement
• Strong organizational skills
• Proactive and self-driven
• Patience and customer-centric attitude