Tele-Collections Officer

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.

Benefits

At Credit Direct Finance Company Limited, we value our employees and strive to provide a comprehensive benefits package that recognizes their contributions and supports their well-being. As part of our commitment to a positive work environment, we offer the following benefits:

Competitive Salary: We offer a competitive salary structure that is commensurate with industry standards and recognizes the skills and experience of our employees.

Quarterly Performance Pay: We recognize and reward exceptional performance. Our quarterly performance pay program allows employees to earn additional compensation based on their individual and team achievements.

Transport Subsidy: We understand the importance of accessible transportation for our employees. To assist with commuting expenses, we provide a transport subsidy to help alleviate the financial burden associated with travel to and from work.

Staff Bus: We offer a convenient and reliable staff bus service for eligible employees, ensuring a comfortable and stress-free commute to the workplace.

Hybrid Work: We believe in providing flexibility and work-life balance. Our hybrid work policy allows eligible employees to work remotely for a certain number of days per week, promoting a healthy work-life integration.

13th Month Salary: As an additional financial benefit, we provide a 13th-month salary to our employees. This extra payment, usually received at the end of the year, serves as a bonus and acknowledges their dedication and commitment throughout the year.

Leave Allowance: We recognize the importance of taking time off for rest and relaxation. In addition to annual leave entitlement, we provide a leave allowance to eligible employees, offering financial support during their vacation time.

Profit Sharing: We believe in sharing our success with our employees. Through our profit-sharing program, eligible employees have the opportunity to receive a share of the company's profits, providing an additional incentive for their dedication and hard work.

These benefits are designed to support our employees' financial well-being, work-life balance, and professional growth. We continuously review and enhance our benefits package to ensure that it remains competitive and aligned with the needs and preferences of our valued employees.

About Company

Credit Direct Finance Company Limited

https://creditdirect.seamlesshiring.com

Credit Direct is the Fintech arm of the FCMB Group.