• Application Deadline:
• Position: Tele-Collections Officer



• Job Type Full Time



• Qualification BA/BSc/HND



• Experience 1 - 4 years



• Location Lagos




• Job Field Customer Care 
  
  

Job Summary

Responsible for contacting delinquent customers to collect overdue payments and manage past-due accounts within Credit Direct. This role involves handling inbound and outbound collection calls, negotiating payment plans, and maintaining accurate records of all interactions.

Job Details

Collections Calls & Customer Interaction:

• Conduct inbound and outbound calls to customers with overdue accounts.


• Use effective communication and negotiation skills to secure payment arrangements.


• Follow up on promises to pay and payment arrangements to ensure compliance.


• Handle customer inquiries regarding their accounts and provide accurate information.


• Resolve disputes and complaints in a professional and empathetic manner.


• Educate customers on the consequences of non-payment and encourage timely payments.


• Use credit bureau, background checks and other information to locate, create and manage a list of people who have not made payments according to severity of delinquency.


• Inform clients of overdue accounts and amount currently owed and utilize computer systems to handle skip tracing.


• Offer advice or refer customers to debt counsellors.

Payment Negotiation:

• Assess customers’ financial situations and propose suitable payment solutions.


• Negotiate payment plans and settlements within the institution’s guidelines.


• Record and track payment commitments and follow up as necessary.

Documentation, Compliance and Reporting:

• Coordinate with other departments, such as Customer Service and Legal, to resolve complex cases.


• Maintain accurate and up-to-date records of all collection activities and customer interactions.


• Ensure all customer information is correct, including phone numbers and addresses account reconciliations, payment application, recording of adjustments (write-offs, credit memos, etc.), name changes etc.


• Initiate repossession proceedings or hand over account to the recovery team that specializes in debt collection.


• Purge records if debt has been satisfied and report satisfied debts to credit bureaus.


• Purge records from deceased people.


• Prepare and submit regular reports on collection activities and results.


• Ensure data entry into the collections management system is accurate and timely.


• Adhere to all relevant laws, regulations, and internal policies during collection activities.


• Ensure compliance with the institution’s code of conduct and ethical standards.


• Stay updated on changes in collection laws and industry best practices.

Customer Relations:

• Develop strategies to manage customer relationships during the collections process.


• Implement customer-friendly approaches to collections while ensuring recovery goals are met.


• Handle escalated customer complaints and disputes effectively.


• Work closely with other departments, such as Risk Management, Customer Service, and Legal, to align collections and recovery strategies.


• Coordinate with external collection agencies and legal firms as needed.


• Participate in cross-functional projects and initiatives to support organizational goals.


• Review and use independent discretion, within granted authority, to approve recovery requests, and field visit requests. 


• Research and respond to team members’ issues, complaints and escalated calls. 


• Establish and maintain client relationships (internal and external) providing world class service for every transaction and interaction.

Requirements

• High National Diploma or equivalent (Associate or Bachelor’s degree in Finance, Business Administration, or a related field preferred


• At least 1 - 4 years’ experience in a similar role within the financial services industry.


• Experience in the consumer lending sector is preferred.


• Experience in tele-collections or call center environments is an added advantage.

COMPETENCIES REQUIREMENTS:

Technical:

• Business Continuity and Disaster Recovery Management 


• Data Analysis


• Financial Analysis 


• Loan management 


• Quality Assurance 


• Risk Management​


• Customer Service 

Behavioural:

• Entrepreneurial Mindset


• Excellence


• Execution


• Energy

What to Expect in the Hiring Process:

• A preliminary phone call with the recruiter


• Technical interview 


• Assessment


• Interview with Senior members of the team


• Cultural and Behavioural Fit Interview with a member of the Executive team.