Tele-Collections Agent

Key Responsibilities

• Customer Contact: Contact customers to remind them of their outstanding payments, using the available scripts and call guides provided by Sun King.
• Customer Re-education: Ensure proper knowledge is provided with a high degree of efficiency to delinquent customers so that they may continue with payments by re-educating them on the key terms of the sale agreement.
• Negotiation: Negotiate payment arrangements with customers, taking into account their financial situation and the company's policies and procedures.
• Account Management: Set up repayment plans and new terms of sale. Record a new covenant to repay debt.
• Customer Support: Provide excellent customer service to customers, addressing their questions and concerns in a professional and humane manner.
• Compliance: Ensure adherence to company policies and procedures related to collections, including regulations related to consumer protection practices.
• Performance Targets: Meet or exceed daily and weekly targets for calls made, collections made, and other key performance indicators (KPIs) as defined by Sun King.
• Issue Escalation: Record and escalate any abnormal issues reported by customers during the disabled call down, such as faulty or stolen, or repossessed products, suspected fraud cases, etc.
• Skip Tracing: Utilize computer systems to handle skip tracing.

Requirements

• Education: Diploma or Degree in a business-related field (e.g., Business Administration, Economics, Finance, Accounting, or related discipline).
• Language: Fluent in spoken English and Swahili.
• Experience: Proven experience as a Collections Representative or relevant role.
• Technical Skills: Knowledgeable about MS Office Suite; experience with analytical tools is an added advantage.
• Soft Skills: Excellent communication and problem-solving skills; team player, fast learner, and vibrates positivity; patience, tenacity, and persuasiveness; excellent time management and shift flexibility.
• Certifications: Additional training/certificate in Credit Management, Debt Collection & Recovery, Negotiation & Conflict Resolution, or Customer Relationship Management (CRM) is a plus.