Recovery Officer at Credit Direct Limited

Job Summary

Responsible for managing and executing strategies to recover overdue payments from delinquent accounts within Credit Direct. This role involves negotiating repayment plans, handling complex cases, and ensuring compliance with regulatory requirements.

Job Details

Debt Recovery:

• Ensure timely follow up and resolution of accounts receivable balances.
• Contact delinquent customers to recover overdue payments through phone calls, emails, and other communication methods.
• Negotiate repayment plans and settlements within the institution’s guidelines.
• Follow up on payment commitments to ensure compliance.
• Resolve customer disputes and complaints in a professional and empathetic manner.
• Educate customers on the consequences of non-payment and encourage timely payments.
• Develop and maintain positive relationships with customers to facilitate recovery efforts.
• Prepare and submit regular reports on recovery activities and results to the Head of Collections and Recovery.
• Analyse recovery performance data to identify trends and areas for improvement.
• Implement improvements based on analysis and feedback.

Case Management :

• Handle complex recovery cases, including those that require legal action or involvement of external collection agencies.
• Maintain detailed records of all recovery activities and customer interactions.
• Monitor and manage a portfolio of delinquent accounts to minimize credit losses.
• Work closely with the collections team and other departments, such as Legal and Customer Service, to resolve complex cases.
• Coordinate with external collection agencies and legal firms as needed.
• Participate in team meetings and contribute to process improvement discussions.

Compliance and Ethical Standards:

• Ensure all recovery activities comply with relevant laws, regulations, and internal policies
• Implement and maintain robust controls to manage risks associated with debt recovery.
• Conduct regular audits and reviews to ensure adherence to compliance standards.
• Maintain accurate and up-to-date records of all recovery activities and customer interactions.
• Adhere to all relevant laws, regulations, and internal policies during collection activities.
• Ensure compliance with the institution’s code of conduct and ethical standards.
• Stay updated on changes in collection laws and industry best practices.

Requirements

• Bachelor’s degree in Finance, Business Administration, or a related field
• At least 2 – 4 years’ experience in a similar role within the Financial services industry. 
• Proven track record of managing successful recovery operations.
• Experience in the consumer lending sector is an added advantage.

COMPETENCIES REQUIREMENTS:

Technical:

• Business Continuity and Disaster Recovery Management 
• Data Analysis
• Financial Analysis 
• Loan management 
• Quality Assurance 
• Risk Management​
• Customer Service

Behavioural:

• Entrepreneurial Mindset
• Excellence
• Execution
• Energy
• Empathy
• Evolution
• Emotional Intelligence
• Business Acumen
• Decision-Making
• Result Oriented
• Communication written & verbal
• Stakeholder Management
• Analytical Thinking
• Managing Risk
• Service Orientation

What to Expect in the Hiring Process:

• A preliminary phone call with the recruiter
• Technical interview 
• Assessment
• Interview with Senior members of the team
• Cultural and Behavioural Fit Interview with a member of the Executive team.