Senior Collections Officer

• Deadline: Expired

Scope

This Job Description will cover the roles of Senior Collections Officer.

Job Purpose

The Collection Officer is responsible for organizing and keeping track of client’s outstanding debt accounts, contacting overdue clients to learn more about their payment status and negotiating payments and payment plans with the clients.

Duties and Responsibilities

• Make outbound calls to negotiate payoff deadlines or payment plans with clients.
• Manage multiple delinquent accounts for debt collection efforts.
• Keep track of assigned portfolios to identify overdue clients and take necessary actions accordingly.
• Plan a course of action to recover outstanding payments in line with the work plan and ensure adherence.
• Handle client questions or complaints, escalating unresolved issues to Supervisors following guidelines.
• Investigate and resolve discrepancies in client loan payments.
• Provide administrative support, ensuring smooth daily operations and addressing officer inquiries.
• Help identify and document incidents affecting performance and collect data on negative collection rate trends for reporting.
• Update team members on performance metrics, achievements, and areas for improvement per Supervisor directives.
• Assist in monitoring key performance indicators and contribute to management review reports.
• Relay important instructions and information from higher management to the team.
• Aid in organizing team meetings, gathering agenda points, and facilitating discussions for participation and understanding.
• Ensure adherence to the work plan.
• Post hourly updates on input metrics to track productivity effectively.

• General

1. Follow company’s policies, processes and code of conduct.
2. Fulfill any reasonable tasks given or approved by management that is work-related and aimed towards company’s goals and targets
3. Complete all tasks and responsibilities within the agreed deadlines
4. Action all administrative duties as per agreed process.
5. Embraces, leads and embeds change
6. Effective verbal and written communication skills. Should be able to adapt communication style to suit different audiences.
7. Proactively recommend improvements and innovative ideas to increase business efficiency

Key Performance Indicators

1. Achieve a minimum Collection Rate per month.
2. Attain the agreed Number of Clients(NOC) per day.
3. Achieve the agreed Call Effectiveness (CE) per day.
4. Manage the quality of the calls by ensuring the QC Score per day is at the agreed levels

Skills

1. Technical Skills:

1. Excel – Basic
2. Word – Basic

2. Behavioral Skills:

1. Customer Focus – deliver and maintain a high level of customer service with both our internal and external customers.
2. Ownership –  treat Watu as your own company and make decisions that would benefit us all aligned with our company values – with a clear focus of delivering on the agreed KPIs
3. Respect – display respect and maintain respectful relationships within our Watu teams and our customers and partners.
4. Integrity – operate openly and transparently with our teams, customers, and partners – Act with Integrity.
5. Empowerment – Learn and grow with Watu. We empower our employees to be the leaders our people want to follow. We empower our employees by giving them the opportunities to learn and grow together. We empower each other by sharing knowledge and embracing a positive mindset.

3. People & Leadership Skills

1. Participate in mid-year performance appraisals, annual performance appraisals and monthly 1-1s as per Watu performance management cycle.
2. Work together to create an environment that fosters teamwork and cooperation
3. Attend training sessions offered to continuously improve skills and knowledge.
4. Be proactive and self motivated to achieve set Key Performance Indicators (KPIs).
5. Recommend new ways of working to continuously improve efficiency, productivity and enhance both our internal and external customer experience.
6. Keep updated on any changes in policies, schedules and product knowledge to the team.
7. Attend and participate in team meetings

Note: Only employees who are employed with Watu for a minimum of 12 months.

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