Collections Officer at M-KOPA

• The purpose of this role is to manage new customer performance; early-stage calling, bad debt monitoring and management of campaigns improving cash collected, identification of better customer KYC and onboarding processes, and managing risk around early fraud detection, cancellations, and suspension processes.

What's exciting about this role?

• Actively dialing through the new customer's performance leads aged less than 30 days to understand their reason for late payments or no payments.
• Offer solutions for customer concerns and issues raised to achieve resolution.
• Negotiate with the customer on ways to get back on track with their payments.
• Update and maintain a tracker of customer conversations by updating ticket logs on Freshdesk and other relevant database applications.
• Contact customers who have expressed interest to return their full kits and upgraded MKOPA products to understand their reason for return and record the status of returned items.
• Educate the customer on the device return policy, advising on money eligible for refund and if no money refundable advice on why that is so.
• Initiate the downgrade/cancellation process on M-KOPA net to ensure that the cancellation and refund process is seen through to completion.
• Dial through customers whose accounts are about to be blocked, educating them on the need to take action and ensure that whatever issue is resolve, for customer to resume loan repayment.
• Reporting and analysis - send a summary analysis of calls done daily and observations made from time to time with recommendations.

Expertise

Our expectations are that your CV reflects a rich blend of technical expertise and practical experience, positioning you as a valuable asset as a Collection Officer

• Speak Hausa language fluently
• Excellent attention to detail and innovative thinking skills
• Ability to take initiatives.
• Call Center industry experience.
• Excellent communication skills.
• Excellent persuasion and convincing skills, result-oriented and self-driven.
• Exceptional work ethic and integrity.

Qualifications and Experience:

• NCE, OND, HND, BSC in Finance, Business Management, Business Administration or any relevant discipline.