Key Responsibilities:
Customer Communication
- Contact customers with overdue payments via phone calls, emails, and letters to negotiate repayment plans.
- Follow up consistently on promised payments and ensure adherence to agreed-upon repayment terms.
Assessment & Negotiation
- Investigate and analyze customers financial situations to propose appropriate and sustainable repayment solutions.
- Negotiate payment plans with empathy while maintaining a results-driven approach.
Documentation & Reporting
- Maintain accurate records of all customer interactions, agreements, and follow-up actions.
- Prepare and submit regular reports on collection performance, outstanding debts, and customer updates.
Issue Resolution
- Handle escalated customer complaints and inquiries professionally and efficiently.
- Collaborate with internal departments (e.g., legal and finance) to escalate and resolve complex cases as necessary.
Compliance & Risk Management
- Ensure all debt collection activities comply with relevant legal regulations and company policies.
- Stay informed about changes in laws and industry best practices related to collections.
Performance Targets
- Achieve monthly and quarterly collection goals set by the management.
- Use data and insights to improve collection strategies and increase recovery rates.
Requirements:
Experience:
- Minimum 12 years of experience in debt collection or a similar role.
- Experience handling both consumer and commercial debts is preferred.
