Reporting to: Team Manager

Job Purpose: To negotiate with arrears account customers to maximise debt recovery and profitability

Location: Nairobi, Kenya

KEY PERFORMANCE AREAS:

COLLECTIONS MANAGEMENT

  • Ensure that allocated collection target/s are achieved
  • Ensure that allocated productivity target/s are achieved
  • Use effective communication and negotiation to ensure successful commitments to pay (Promises to Pay)
  • Follow-up daily on progress of the PTP's and the respective statuses to optimise collections
  • Ensure full understanding of product/s working on


QUALITY MANAGEMENT

  • Understands, interprets and applies laws, rules, regulations, policies and/or procedures to collections process
  • Adhere to / utilize the collections call script/s
  • Ensure that all debtors information held on record is up to date and accurate Ensure that the accounts are properly maintained at all time on the collections system
  • Deals with people and/or debtors in a manner which shows empathy, tact, and professionalism


REQUIREMENTS:

  • A minimum of 6 months working experience within an outbound debt collections environment / outbound sales environment / outbound customer service environment
  • College Diploma
  • Credit and Criminal clear
  • Strong communication skills
  • Computer literate
  • Understanding / working knowledge of a collections system is advantageous


SKILLS:

  • Target driven
  • High level of integrity
  • Strong work ethic
  • Self-motivated
  • Able to work under pressure
  • Reliable
  • Time management
  • Able to work in a team


REMUNERATION STRUCTURE:

  • Basic Salary PLUS Uncapped Commission
  • Funeral Cover (at the full cost of the employer)
  • Life Cover (at the full cost of the employer)
  • Disability Cover (at the full cost of the employer)


WORKING HOURS:

We have two available working shifts. Outbound Collections Agents work one of either the Day Shift OR the Night Shift. These are straight shifts, there is no rotation:

DAY SHIFT

  • Employees are required to work a maximum of 52 hours per week, on a shift basis. Shifts will be scheduled accordingly and slotted between 08h00 and 20h00 daily.


NIGHT SHIFT

  • Monday - Friday: 17:00 until 21:00
  • Saturdays: To be discussed and agreed upon acceptance of offer