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Collections Officer

JOB SUMMARY

Company Confidential
Industry Financial Ser...
Category Operations
Location Accra
Job Status Full-time
Salary GHS
Education Bachelor̵...
Experience 1 year
Job Expires May 12, 2018
Contact ...
 

Job Description

  • Branch: Head Office
  • Start date: 1st May, 2018
  • Expiry date for internal applications: 18th April, 2018 (Close of business)
  • Working hours: Daily 8h00 till 17h00 or as required to fulfill one’s responsibilities. Every alternate Saturday and otherwise
 
Job Description
  • Responsible for searching for all relevant contact of delinquent customer s and to reach them via sms, field visits and telephone to inform them of the indebtedness to the company;
  • Responsible for escalating all operational issues to Line Manager for investigation and rectification;
  • Responsible for calling delinquent customers to reduce impairments to the barest minimum;
  • Responsible for working within the roll rates of the team’s target to reduce account growth in delinquencies;
  • Responsible for achieving the agreed set target on amount collected, calls among others for the month and year ;
  • Responsible for maintaining a constant telephone contact with delinquent customers on their loan arrears;
  • Responsible for sending SMSs to delinquent customers on their loan account status as per the Unit’s strategy on SMS;
  • Responsible for updating Creditease with all customer details and agreements reached;
  • Responsible for searching for customer contact details to call for collections action;
  • Responsible for actioning accounts daily on creditease as per policy guidelines whenever on that schedule;
  • Responsible for resolving customer complaints promptly;
  • Responsible for championing and driving the customer service revolution at the Collection Team to ensure customer satisfaction;
  • Responsible for handling and treating customers who phone or come to the department to discuss their loan/ debt issues professionally whilst being firm to ensure that collections and recoveries are achieved;
  • Responsible for maintaining professionalism at all times ,that is, within the team, with customers on Phone, face-to-face interaction with customers;
  • Responsible for adhering to Collections policy and procedure on calls, code of conduct, negotiations, sms to customers among others;
  • Responsible for reporting all risk events that occurs in respective area;
  • Responsible for ensuring compliance with all procedures and controls in respect of the role;
  • Responsible for presenting and participating in all Collections Trainings
  • Responsible for general filing of correspondence ;
  • Responsible for any other task(s) that may be assigned by the Off Payroll Collections Manager or the Head of Collections.

Required Skills or Experience

  • A Bachelors’ Degree or HND is essential.
  • Excellent knowledge of IT systems including general keyboard skills, Microsoft office and e-mail.
  • Minimum of One (1) year collections experience
  • Good knowledge of customer facing sections
  • Basic knowledge of customer service standards
  • A good understanding of policies, principles and procedures for loan management
Skills / Attributes
  • Good level of numeracy to calculate fees/tariffs, produce budget planners with customers among others;
  • Communication skills particularly for debt counselling;
  • Negotiation skills to agree fees and tariffs;
  • Good interpersonal skills;
  • Team Player;
  • Analytical skills;
  • Information Gathering skills;
  • Thoroughness;
  • Thorough knowledge of loan management.

How To Apply

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Note

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