Core Responsibilities:

o Correspond with multiple sources to negotiate payment schedules that suit the customer’s current financial situation while still satisfying the debt.

o Keep track of the portfolio for specific buckets for the assigned area and control the delinquency of the area, bucket-wise & DPD wise as well as focus on non-starters.

o Provide efficient customer service regarding collection issues, process customer refunds, process and review account adjustments, resolve client discrepancies and short payments

o Monitor and maintain customer account details for non - payments, delayed payments and other irregularities, making customer calls, account adjustments, small balance write off, customer reconciliations and processing credit memos where necessary.

o Ensure customer files are updated, recording times and dates that contact has been made and noting information that customers have received about their debt.

o Trace defaulters and assets in coordination with the agency’s tracing team and suggest remedial course of action

o Identify defaulting accounts and investigate reasons for default while continuing to make efforts to maintain a healthy relationship with the customer

o Enlist the efforts of sales and senior management when necessary to accelerate the collection process including supporting the collection manager (court receiver) in repossessing assets and seeking legal and police support where required.

o Ensure compliance to all Audit / NHB /IRB regulations as well as policies and procedures of the company