Collections Officer

Job Summary

We currently have a growing list of customers who purchased our phone but are not making weekly or monthly payments. If we leave these customers unattended to, they might neither pay nor return the devices. To enable us get these customers to either start paying or return their devices we need to start actively and frequently following up with them through SMS and phone calls. These calls will be tracked and measured to ensure that we are achieving best results.

  • Minimum Qualification: HND
  • Experience Level: Entry level
  • Experience Length: 1 year

Job Description/Requirements

Job Description: 

• The collections officer role involves dialing through the customers who have not paid in over  7 days to understand their reason for late payments or no payments.  

• Negotiate with the customer on ways to get back on track with their payments. 

• Offer solutions for customer concerns and issues raised to achieve a first call resolution. 

• Update and maintain track of customer conversations by updating the history logs on  MKOPAnet and other relevant database applications. 

• Disposition calls correctly to capture customer responses and follow up with those who have  promised to make sure they start paying 

Metrics for productivity/performance evaluation: 

• Penetration rate – working through the daily leads to achieve 100% 

• Conversion rate per matured cohort - % of customers that have bought required credits to  improve their collection speed.  

• Number of credits bought – credits bought within the measured time (1 month)

• Customer Account Performance (CAP) Score - % of customers that do not reach 5 days zero  credit as at 75 days since activation.  

• Call quality score – Achieve 93% monthly quality score from evaluated customer  conversations 

Minimum qualifications and experience required: 

• BSc or Higher National Diploma (HND) in any discipline 

• 1-2 years experience as a call center representative 

• Knowledge of relevant call center software and customer management tools • Excellent communication skills 

• Exceptional work ethic and integrity 

• Excellent persuasive and convincing skills, result oriented and self-driven • Basic MS Office knowledge and ability

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