Job Title Collection Officer Department CCRD Direct Supervisor Collection Manage. JOB PURPOSE 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. 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. 5 KNOWLEDGE, SKILLS AND EXPERIENCE ▪ Minimum Graduate ▪ Product Knowledge ▪ Banksys, Osoolsys, Select ▪ PC Literate ▪ Excellent verbal and written communication skills ▪ Assertiveness