Tele-Collections Officer at Credit Direct Limited

Job Summary

Responsible for contacting delinquent customers to collect overdue payments and manage past-due accounts within Credit Direct. This role involves handling inbound and outbound collection calls, negotiating payment plans, and maintaining accurate records of all interactions.

Job Details

Collections Calls & Customer Interaction:

• Conduct inbound and outbound calls to customers with overdue accounts.
• Use effective communication and negotiation skills to secure payment arrangements.
• Follow up on promises to pay and payment arrangements to ensure compliance.
• Handle customer inquiries regarding their accounts and provide accurate information.
• Resolve disputes and complaints in a professional and empathetic manner.
• Educate customers on the consequences of non-payment and encourage timely payments.
• 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.
• Offer advice or refer customers to debt counsellors.

Payment Negotiation:

• Assess customers’ financial situations and propose suitable payment solutions.
• Negotiate payment plans and settlements within the institution’s guidelines.
• Record and track payment commitments and follow up as necessary.

Documentation, Compliance and Reporting:

• Coordinate with other departments, such as Customer Service and Legal, to resolve complex cases.
• Maintain accurate and up-to-date records of all collection activities and customer interactions.
• 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.
• 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.
• Purge records from deceased people.
• Prepare and submit regular reports on collection activities and results.
• Ensure data entry into the collections management system is accurate and timely.
• 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.

Customer Relations:

• Develop strategies to manage customer relationships during the collections process.
• Implement customer-friendly approaches to collections while ensuring recovery goals are met.
• Handle escalated customer complaints and disputes effectively.
• Work closely with other departments, such as Risk Management, Customer Service, and Legal, to align collections and recovery strategies.
• Coordinate with external collection agencies and legal firms as needed.
• Participate in cross-functional projects and initiatives to support organizational goals.
• Review and use independent discretion, within granted authority, to approve recovery requests, and field visit requests. 
• Research and respond to team members’ issues, complaints and escalated calls. 
• Establish and maintain client relationships (internal and external) providing world class service for every transaction and interaction.

Requirements

• High National Diploma or equivalent (Associate or Bachelor’s degree in Finance, Business Administration, or a related field preferred
• At least 1 - 4 years’ experience in a similar role within the financial services industry.
• Experience in the consumer lending sector is preferred.
• Experience in tele-collections or call center environments 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

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.