Telecollectors at Credit Direct Limited

Job Summary

• As a Telecollector at Credit Direct Limited, you will be responsible for contacting customers by telephone to facilitate loan repayment.
• You will use your excellent communication and negotiation skills to establish rapport, understand customer circumstances, and negotiate payment arrangements.
• Your goal will be to achieve collection targets while ensuring a positive customer experience and adhering to company policies and procedures.

Responsibilities

• Contact customers by telephone to collect loan payments, adhering to established collection guidelines and regulatory requirements.
• Build rapport and maintain professionalism while engaging with customers to understand their financial situations and negotiate payment arrangements.
• Provide accurate and clear explanations of outstanding balances, payment options, and consequences of non-payment, aiming to secure timely repayments.
• Document all collection activities, conversations, and payment agreements in the collection system accurately and promptly.
• Follow up with customers on payment commitments, sending reminders, and providing assistance in resolving any payment-related issues.
• Handle customer inquiries, complaints, and disputes professionally and efficiently, escalating complex cases to the appropriate department for resolution.
• Achieve monthly collection targets and maintain a high level of performance in accordance with set key performance indicators (KPIs).
• Maintain compliance with all applicable laws, regulations, and company policies during collection activities.
• Collaborate with team members and supervisors to share knowledge, best practices, and contribute to process improvements.
• Stay updated on industry trends, regulations, and best practices in debt collection.

Job Requirement

• Proven experience in debt collection or a related customer service role, preferably in the financial industry.
• Strong negotiation and persuasion skills with the ability to handle difficult customer conversations professionally and effectively.
• Excellent verbal communication skills, including active listening and clear articulation of information.
• Customer-focused mindset with the ability to empathize with customers while maintaining professionalism.
• Strong organizational and time management skills to prioritize tasks and meet collection targets.
• Proficient in using collection systems, customer relationship management (CRM) software, and Microsoft Office applications.
• Ability to work independently and as part of a team in a fast-paced and target-driven environment.
• Knowledge of debt collection regulations and compliance practices.
• Fluency in multiple languages is an advantage.

Person Specification

• Resilient and persistent, with the ability to handle rejection and overcome obstacles.
• Excellent problem-solving skills to identify solutions and alternative payment arrangements.
• Integrity and ethical conduct when dealing with sensitive customer information.
• Adaptability to changing collection strategies, policies, and procedures.
• Positive attitude and a strong work ethic.
• Ability to work under pressure and meet deadlines.
• Collaboration and teamwork mindset.
• Attention to detail and accuracy in documentation.