Tele-Collection Agent
Permanent - Full TimeJob Overview
Job location: Lilongwe - Malawi
About the role:
Tele collection Agent will work closely with the various stakeholders including; The risk management, sales team and Regional collections managers to serve existing customers who have stopped/delayed making daily/monthly installments for the units they have purchased on Pay as you go(PAYG) basis by providing proper, efficient and timely service as per agreed SLA, and contribute to realization of company’s goals by reducing number of disabled customers and enhance company’s portfolio quality.
About the role:
Tele collection Agent will work closely with the various stakeholders including; The risk management, sales team and Regional collections managers to serve existing customers who have stopped/delayed making daily/monthly installments for the units they have purchased on Pay as you go(PAYG) basis by providing proper, efficient and timely service as per agreed SLA, and contribute to realization of company’s goals by reducing number of disabled customers and enhance company’s portfolio quality.
What you will be expected to do
- Contact customers to remind them of their outstanding payments, using the available scripts and call guides provided by Sun King.
- Ensure proper knowledge is provided with a high degree of efficiency to delinquent customers so that they may continue with payments by re-educating them on the key terms of the sale agreement.
- Negotiate payment arrangements with customers, taking into account their financial situation and the company's policies and procedures.
- Set up repayment plans and new terms of sale. Record a new commitment to repay debt.
- Verification of clients' details & update account information in the company's collections system, including notes on the customer's payment history and any payment arrangements made.
- Provide excellent customer service to customers, addressing their questions and concerns in a professional and empathetic manner.
- Ensure adherence to the company policies and procedures related to collections, including regulations related to consumer protection practices.
- Meet or exceed daily and weekly targets for calls made, collections made, and other key performance indicators (KPIs) as defined by Sun King.
- Record & escalate any abnormal issues reported by customers during the disabled call interactions, such as faulty or repossessed products, suspected fraud cases, etc
- Utilize computer systems to handle skip tracing.
You might be a strong candidate if you have/are
- Hold a diploma/degree in a business-related field(E.g, Business Administration, Economics, Finance, Accounting, or related discipline)
- Proven experience as a Collection representative or relevant role
- Fluent in English and Chichewa
- Excellent knowledge of the MS Office Suite
- Team player, Fast learner, and Vibrates positivity.
- Additional training/certificate in Credit Management. Debt collection & Recovery, Negotiation & conflict resolution, or customer relationship management. Experience with analytical tools would be an added advantage