Job summary

Acts as the primary link between the company and clients, handling both inbound and outbound communications to facilitate loan applications, provide customer service, and manage repayments. The role involves guiding applicants through loan options, explaining terms and processing transactions, and managing debt collection for overdue accounts.

Loan Processing & Inquiries: Respond to queries on loan products, assist clients with application procedures, and verify documentation.

Debt Collection & Repayment: Initiate calls to clients regarding overdue accounts, negotiate repayment plans, and follow up on payment deadlines.

Customer Support: Resolve customer complaints regarding loan accounts, interest rates, or payment issues, providing 1st, 2nd, and 3rd attempt calls to ensure recovery and service.

Performance Tracking: Meet daily call targets (minimum hours), maintain average call handling times, and provide updates to managers regarding closed deals.

Account Maintenance: Update customer records, perform account amendments, and ensure accuracy in the core banking system

Experience: Minimum 2 years in lending, credit, or debt collection; call centre experience is often preferred.

Education: Diploma or Bachelor’s degree in Finance, Accounting, Business Administration, or a related field.

Skills: Strong communication and interpersonal skills, particularly in negotiation and persuasion.

Technical Knowledge: Proficiency in computer systems, CRM software, and the ability to work with fast-paced financial tools.

Compliance: Adherence to financial regulations, data privacy, and ethical standards

• Respond to queries on loan products, assist clients with application procedures, and verify documentation.
• Initiate calls to clients regarding overdue accounts, negotiate repayment plans, and follow up on payment deadlines.
• Resolve customer complaints regarding loan accounts, interest rates, or payment issues, providing 1st, 2nd, and 3rd attempt calls to ensure recovery and service.
• Meet daily call targets (minimum hours), maintain average call handling times, and provide updates to managers regarding closed deals.
• Update customer records, perform account amendments, and ensure accuracy in the core banking system.

• Strong communication and interpersonal skills
• Negotiation and persuasion skills
• Proficiency in computer systems
• CRM software proficiency
• Ability to work with fast-paced financial tools
• Adherence to financial regulations, data privacy, and ethical standards

• Diploma or Bachelor’s degree in Finance, Accounting, Business Administration, or a related field.