Retrieval Officer at PalmPay

Description

• Customers who purchase phones through our BNPL (Buy Now, Pay Later) scheme are expected to repay their installments within the agreed repayment schedule. However, in cases where customers default or their payments become overdue, our Retrieval Officers step in to manage the recovery process.
• The role of a Retrieval Officer involves professionally engaging with these customers through calls and physical visits where necessary, to understand the reasons behind the overdue payments. They assess each situation carefully—whether it is financial difficulty, misunderstanding of the repayment terms, or deliberate refusal to pay—and provide appropriate guidance or resolution options where possible.
• Where a customer is unable or unwilling to fulfill their repayment obligations after due engagement, the Retrieval Officers are responsible for initiating the recovery of the financed device in line with company policy.

Requirements
Field Retrieval Officers are typically:

• Highly communicative and persuasive, with strong negotiation skills
• Resilient and result-driven, able to work under pressure and meet recovery targets
• Good at conflict management and maintaining professionalism in difficult situations
• Physically active and willing to work in the field, often covering different locations
• Detail-oriented, ensuring proper documentation of customer interactions and recovery status
• Ethical and compliant, operating strictly within approved recovery guidelines and procedures
• Overall, the role is a balance of customer engagement, problem-solving, and asset recovery, aimed at minimizing losses while maintaining professionalism and respect for customers.