KEY RESPONSIBILITIES/ACCOUNTABILITIES

Key Expectations

· Contact customers who are past due on their loan payments via telephone or other electronic means.

· Persuade and negotiate repayment plans and settlement offers with customers to make the payments and resolve their delinquent accounts.

· Follow up on daily basis with promise to pay (PTP) through phone calls and mails.

· Document all collection efforts and customer interactions accurately in the collection report.

Key Performance Indicator (KPI)

· 200 calls per day and at least a minimum of 80 interactions per day.

· 2.5 million dailies.

· 12.5 million weekly recoveries.

· 50 million recoveries on monthly basis

PROFESSIONAL COMPETENCIES

· Communication Skills

·  Customer Service Orientation

· Knowledge of Regulations

· Empathy

· Negotiation Skills

· Time Management

· Data Management

· Team Collaboration

· Ethical Conduct

QUALIFICATION AND SKILLS

Below are qualifications and skills required to work as Tele-collector.

Qualifications include:

· Customer oriented: Must be driven by the Bank’s purpose of delivering valuable products.

· Show a strong ability to critically analyze market problems and define clear, detailed, and logical product and service solutions.

· Platform product leadership: collaborate with product and engineering leadership across the Bank to develop the platform and skillset.

· Possess strong analytical skills and the ability to leverage data to make informed feature designs and recommendations.

· Deeply curious to understand the ‘why.’

· Ability to collaborative and work with stakeholders and team members.

· Excellent written and verbal communication skills

· Deeply curious and want to understand the why.

· Not satisfied with the status quo and want to raise the bar.

· 3+ years of experience in a related field

· A first degree in a related field

· Technical and analytical background

· Strong track record of execution

Education:

· 1^st Degree in any social science or management science course.