• Work a queue/pool of delinquent accounts to collect arrears to bring customers account up-to-date or within agreed terms of borrowing using different collection tools. (Telephone, letters, email, fax, legal process etc).

Key Result Areas

• Work a queue of delinquent accounts
• The job involves tele-calling for most part of the day- approximately 100-150 calls on a daily basis.
• Work is done on an automated collection system- Finn1 which is a web based system.
• Make regular contact with customers to collect the full overdue payment or if the full payment cannot be made then negotiate a repayment plan as required.
• Follow up promises to ensure payments are received
• Identify potential skips and fraud cases and escalate all irregularities in accounts to the attention of the TL.
• Develop an assertive approach to resolve customer queries
• Propose settlement negotiations to recover delinquent balances (these accounts should be seriously delinquent)
• Updating latest contact details of customer in Finn1 and raise regular maintenance to facilitate customer requirements (billing changes, SI changes, reversals etc)
• To attend the team meeting and regularly highlight problems with solutions encountered during routine collections.
• Route difficult/complex cases to the Team Leader.
• Achieve the performance targets that has been communicated by the TL
• Work on reports and debits account as and when required.

Knowledge, Skills, and Experience

• Minimum Graduate
• Product Knowledge
• Excellent verbal and written communication skills
• Assertiveness
• All collectors will undergo training prior to joining the production floor- which will cover negotiation, Finn1 etc.