Loan Recovery Agents

Responsibilities:

• Contacting customers and informing them of their overdue bills.
• Inform customers of overdue accounts and amount currently owed
• Collect payment by advising the customer to pay their loan via the approved channel only.
• Advising customers on their payment options and suggesting methods of payment.
• Negotiating suitable payment plans.
• Ensure all customer information is correct, including phone numbers and addresses.
• Listen to the customer's story and determine if the debt can be collected.
• Record all interactions and commitment to repay debts in the CRM.
• Writing final notice warnings to customers when payments are not being made.
• Maintain a detailed knowledge of business processes and procedures
• Making use of the Customer Service Professional (CSP) behavioural pattern to give an indelible customer experience to ensure successful collection and also for an upselling opportunity
• Perform other tasks as may be assigned by the Call Center Management. These instructions would be reasonable and aligned to the organization’s objectives.

Requirements:

• Minimum of an OND, HND, or B.Sc.
• A working knowledge of appropriate CRM software and understanding of the contact center industry.
• Apt in negotiating and persuasive skills.
• Must have 1 to 2 years of experience as a Loan Recovery Agent/Call Center Agent.
• Must be experienced in working with targets.
• Multi-Lingua (Fluency in English, Pidgin and any of the approved native Nigerian languages)