A. Soft Collection Activities

• Conduct daily outbound calls reminders to customers with overdue accounts (1–27 DPD).
• Provide friendly repayment reminders and inform customers about outstanding amounts, due dates, and available payment channels.
• Negotiate realistic payment commitments based on customer affordability and repayment history.
• Escalate non‑responsive or uncooperative customers to field collection or hard collection teams as per SOP.

B. Customer Service and Support

• Maintain positive, professional, and respectful communication with clients at all times.
• Identify the reason for missed payments and provide assistance (payment options, channels, or rescheduling procedures).
• Educate customers about consequences of continued non‑payment (penalties, repossession, negative credit listing).

C. Portfolio Management and Reporting

• Update all customer interactions and promises-to-pay (PTPs) accurately in the collection system.
• Track broken PTPs and follow up accordingly.
• Meet daily/weekly targets on number of calls, contact rate, PTP rate, and recovery amount.
• Report suspicious cases or potential fraud to the supervisor.

Requirements

• Diploma or Degree in Finance, Banking, Business Administration, or related field.
• Experience in call center or credit collections is an added advantage.
• Experience in financial services or asset financing (Boda Boda, Tuk Tuk, electronics) is preferred.
• Strong communication and negotiation skills.
• Customer-friendly approach.
• Basic understanding of loan terms and repayment processes.
• Ability to work under pressure and meet daily targets.
• Computer literacy (CRM/collection system, MS Excel, etc.).

• Conduct daily outbound calls reminders to customers with overdue accounts (1–27 DPD).
• Provide friendly repayment reminders and inform customers about outstanding amounts, due dates, and available payment channels.
• Negotiate realistic payment commitments based on customer affordability and repayment history.
• Escalate non‑responsive or uncooperative customers to field collection or hard collection teams as per SOP.
• Maintain positive, professional, and respectful communication with clients at all times.
• Identify the reason for missed payments and provide assistance (payment options, channels, or rescheduling procedures).
• Educate customers about consequences of continued non‑payment (penalties, repossession, negative credit listing).
• Update all customer interactions and promises-to-pay (PTPs) accurately in the collection system.
• Track broken PTPs and follow up accordingly.
• Meet daily/weekly targets on number of calls, contact rate, PTP rate, and recovery amount.
• Report suspicious cases or potential fraud to the supervisor.

• Strong communication and negotiation skills.
• Customer-friendly approach.
• Basic understanding of loan terms and repayment processes.
• Ability to work under pressure and meet daily targets.
• Computer literacy (CRM/collection system, MS Excel, etc.).

• Diploma or Degree in Finance, Banking, Business Administration, or related field.
• Experience in call center or credit collections is an added advantage.
• Experience in financial services or asset financing (Boda Boda, Tuk Tuk, electronics) is preferred.