Job Description

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 (Telephone, letters, email, fax, legal process, etc).

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, negotiate a repayment plan as required.
• Follow up promises to ensure payments are received.
• Identify potential skips and fraud cases and elevate all irregularities in accounts to the attention of the TL.
• Develop an assertive approach to resolve customer queries.
• Propose settlement nego...