Online Collections Agents job at EBC

Description

EBC is hiring Online Collections Agents (7) who will professionally handle borrowers to encourage repayment while maintaining positive customer relationships.

Key Duties and Responsibilities:

Debt Collection & Account Management

• Contact customers through digital channels (calls, emails, SMS, chat, in-app notifications) to remind or negotiate repayment of overdue loans.
• Track and manage delinquent accounts, ensuring prompt follow-up on repayment schedules.
• Maintain accurate records of all collection activities and customer communications in Customer Relationship Management or loan management systems.

Customer Communication & Negotiation

• Professionally handle borrowers to encourage repayment while maintaining positive customer relationships.
• Negotiate payment plans or settlements within company policy.
• Educate customers about repayment options, penalties, and financial literacy to reduce future defaults.

Data & Reporting

• Monitor repayment performance metrics and prepare daily/weekly reports for management.
• Flag and escalate problematic or high-risk accounts to supervisors or the legal team.
• Analyse repayment trends and provide insights to improve collection strategies.

Compliance & Risk Management

• Ensure all collection activities comply with regulatory guidelines (e.g., data privacy laws, consumer protection regulations, and fair debt collection practices).
• Protect customer data confidentiality and adhere to internal security standards.
• Follow ethical standards when interacting with customers to avoid harassment or reputational risk.

Collaboration & Process Improvement

• Work closely with the customer service, credit risk, and legal teams to streamline collection strategies.
• Provide feedback to improve loan products, customer onboarding, or repayment experience.
• Assist in implementing automated or AI-driven collection tools (e.g., predictive scoring, chatbots).

Qualifications, Skills and Experience:

Education

• Diploma or bachelor’s degree in finance, Accounting, Business Administration or Economics.
• Additional training or certification in credit management, collections, or customer relations is a plus.

Additional Requirements

• 1–3 years of experience in loan recovery, credit control, or customer service preferably in a fintech, microfinance or banking environment.
• Experience using digital collection platforms, Customer Relationship Management tools, or loan management systems (e.g., Mambu, Salesforce, LendFoundry, or DebtCol).
• Communication: Excellent written and verbal communication; ability to negotiate empathetically but firmly.
• Analytical Skills: Ability to interpret repayment data and make sound collection decisions.
• Tech Proficiency: Comfortable with digital tools, spreadsheets, and automated collection software.
• Organization: Strong attention to detail and ability to manage a high volume of accounts.
• Regulatory Awareness: Knowledge of financial regulations, data privacy or fair collection practices.

• Contact customers through digital channels (calls, emails, SMS, chat, in-app notifications) to remind or negotiate repayment of overdue loans.
• Track and manage delinquent accounts, ensuring prompt follow-up on repayment schedules.
• Maintain accurate records of all collection activities and customer communications in Customer Relationship Management or loan management systems.
• Professionally handle borrowers to encourage repayment while maintaining positive customer relationships.
• Negotiate payment plans or settlements within company policy.
• Educate customers about repayment options, penalties, and financial literacy to reduce future defaults.
• Monitor repayment performance metrics and prepare daily/weekly reports for management.
• Flag and escalate problematic or high-risk accounts to supervisors or the legal team.
• Analyse repayment trends and provide insights to improve collection strategies.
• Ensure all collection activities comply with regulatory guidelines (e.g., data privacy laws, consumer protection regulations, and fair debt collection practices).
• Protect customer data confidentiality and adhere to internal security standards.
• Follow ethical standards when interacting with customers to avoid harassment or reputational risk.
• Work closely with the customer service, credit risk, and legal teams to streamline collection strategies.
• Provide feedback to improve loan products, customer onboarding, or repayment experience.
• Assist in implementing automated or AI-driven collection tools (e.g., predictive scoring, chatbots).

• Excellent written and verbal communication; ability to negotiate empathetically but firmly.
• Ability to interpret repayment data and make sound collection decisions.
• Comfortable with digital tools, spreadsheets, and automated collection software.
• Strong attention to detail and ability to manage a high volume of accounts.
• Knowledge of financial regulations, data privacy or fair collection practices.

• Diploma or bachelor’s degree in finance, Accounting, Business Administration or Economics.
• Additional training or certification in credit management, collections, or customer relations is a plus.
• 1–3 years of experience in loan recovery, credit control, or customer service preferably in a fintech, microfinance or banking environment.
• Experience using digital collection platforms, Customer Relationship Management tools, or loan management systems (e.g., Mambu, Salesforce, LendFoundry, or DebtCol).