Digital Collections Agent

Minimum Qualifications, Knowledge and Experience

Qualifications- Academic and Professional

• Bachelor’s degree from an accredited University preferably in a business-related field

Experience

• Experience in working with targets and tight deadlines.

• At least one-year experience in a collection/recoveries role

• Working knowledge of MS Office and databases.

• Negotiation.

Develop and refine negotiation skills to maximize the recovery of delinquent accounts while maintaining positive customer relations.

• Customer Outreach.

Contact delinquent account holders through digital channels such as email, SMS, and online chat to remind them of outstanding payments.

• Payment Negotiations.

Engage in negotiations to establish payment plans or settlements with customers who are behind on their payments, while adhering to bank policies and regulations.

• Security and Confidentiality.

Safeguard customer information and maintain the confidentiality of sensitive data in accordance with data protection laws and bank policies.

• Customer Assistance.

Assist customers in understanding their financial obligations, payment options, and the consequences of non-payment, while demonstrating empathy and professionalism. Handle questions or complaints regarding digital loans.

• Record-keeping

Maintain accurate records of all communication with customers, payment arrangements, and any relevant information regarding the collection efforts and keeping track of assigned accounts to identify outstanding efforts.

• Investigate and resolve discrepancies together with the team leader.

• Plan course of action to recover outstanding payments.

• Create trust relationships with debtors when possible to avoid future issues.

• Update account status regularly.

• Alert superiors of debtors unwilling or unable to pay when necessary.

• Communicate with management and other team members about methods and strategies to ensure a positive rate of customers agreeing to repay their debts.

• Participate in team meetings and huddles for improvements in the team process and tasks.