Debt Collection Agent job at Zenka Finance Limited

1. Job Purpose:

The purpose of a Debt Collection Agent in a microfinance company is to support portfolio quality by engaging customers through outbound communication, facilitating timely repayments, negotiating payment arrangements where appropriate, and ensuring compliance with company policies and regulatory requirements.

2. Key Duties and Responsibilities:

The successful candidate will be responsible for:

• Conduct outbound collection calls customers across various stages of delinquency.
• Remind customers of outstanding obligations and encourage timely repayment.
• Negotiate repayment arrangements and follow up on agreed commitments.
• Maintain accurate records of customer interactions, payment commitments, and collection activities.
• Investigate and resolve customer concerns related to outstanding balances and repayment obligations.
• Escalate complex or sensitive cases to the appropriate departments for further action.
• Ensure adherence to company policies, procedures, and ethical collection practices.
• Collaborate with internal teams to support portfolio performance and recovery efforts.

3. Minimum Requirements:

• Diploma or bachelor’s degree in business administration, Finance, Economics, Customer Service, or a related field.
• At least one (1) year of experience in debt collection, customer service, call center operations, or a related role.
• Ability to work in a dynamic operational environment with flexibility to support extended business hours, weekends, public holidays, and rotational schedules.
• Strong negotiation, communication, and interpersonal skills.
• Proficiency in CRM tools and Microsoft Office applications.
• Ability to handle challenging conversations professionally while maintaining a customer-focused approach.

• Conduct outbound collection calls customers across various stages of delinquency.
• Remind customers of outstanding obligations and encourage timely repayment.
• Negotiate repayment arrangements and follow up on agreed commitments.
• Maintain accurate records of customer interactions, payment commitments, and collection activities.
• Investigate and resolve customer concerns related to outstanding balances and repayment obligations.
• Escalate complex or sensitive cases to the appropriate departments for further action.
• Ensure adherence to company policies, procedures, and ethical collection practices.
• Collaborate with internal teams to support portfolio performance and recovery efforts.

• Strong negotiation skills
• Strong communication skills
• Strong interpersonal skills
• Proficiency in CRM tools
• Proficiency in Microsoft Office applications
• Ability to handle challenging conversations professionally
• Customer-focused approach

• Diploma or bachelor’s degree in business administration, Finance, Economics, Customer Service, or a related field.
• At least one (1) year of experience in debt collection, customer service, call center operations, or a related role.
• Ability to work in a dynamic operational environment with flexibility to support extended business hours, weekends, public holidays, and rotational schedules.