Job Description

Reports To: Credit Administration Team Leader
Location: Accra

Purpose Of The Job

• To efficiently and effectively recover any monies due on consumer unsecure portfolios.
• This will involve dealing with both verbal and written communication with customers and authorized third parties on aspects relating to debt recovery activities on their loans.

Primary Responsibilities:

• Marketing of loan service and conversion of leads
• Meet or exceed agreed Business Development and Growth targets with respect to
  • Portfolio quality  
  • Client retention
  • Mobilization
• Follow up on arrears and delinquent loans
• Timely submission of cash and relevant documentation                 
• Ensure timely reporting to management in line with laid down procedures and reporting Formats
• Timely reconciliation of cash collected in line with company procedure
• Delivery of excellent customer service by ensuring:
  • That complaints are addressed within 24 hours or escalated as required
  • Resolution of queries within 24 hours
• Communicating customer needs to management in a timely manner to aid service development and improvement
• Covering for other officers as required
• Respond to customer’s queries by carrying out necessary investigations to resolve them within a minimum of time
• Assist management team to identify control weaknesses and recommend remedial action as best practice as appropriate
• Visits customers  to request payment on delinquent accounts
• Other reasonable tasks / duties as may be assigned by management.

Required Skills or Experience

• At least HND in any discipline or Diploma with over 2 years practical experience
• Minimum of 1 year experience in unsecured loan collection (micro loans, group loans, small business loans, payday loans)
• Experience in recovery via telephone communication

Competencies Required (Skills & Abilities)

• Possess excellent communication skills
• Ability to use own initiative and work as an effective team member
• Problem analysis and solving with attention to detail
• IT aptitude and the ability to learn (Ms. Excel is a must)
• Ability to calmly but firmly deal with customers.
• The ability to deliver pragmatic, tactical solutions – quickly & cost effectively
• Ability to handle difficult defaulters
• Flexibility and the ability to remain calm under pressure
• A passionate “can do” attitude