Greenlight Planet

Telecollections Agent

Greenlight Planet

full-time

Posted on:

Origin:  • 🇰🇪 Kenya

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Job Level

Mid-LevelSenior

About the role

  • Location: Nairobi, Kenya
  • About the role: Tele collection Agent will work closely with risk management, sales and Regional collections managers to serve customers who have stopped/delayed instalments for PAYG units and reduce disabled customers, enhancing portfolio quality.
  • Contact customers to remind them of outstanding payments using provided scripts and call guides.
  • Re-educate delinquent customers on key terms of the sale agreement to enable continued payments.
  • Negotiate payment arrangements considering customers' financial situation and company policies.
  • Set up repayment plans and new terms of sale; record a new covenant to repay debt.
  • Verify clients' KYC details & update account information, including notes on payment history and arrangements.
  • Provide excellent customer service, addressing questions and concerns professionally and humanely.
  • Ensure adherence to company policies and consumer protection regulations related to collections.
  • Meet or exceed daily and weekly targets for calls, collections, and KPIs.
  • Record & escalate abnormal issues reported by customers (faulty, stolen, repossessed products, suspected fraud, etc.).
  • Utilize computer systems to handle skip tracing.

Requirements

  • Possess a diploma/degree in a business-related field (E.g. Business Administration, Economics, Finance, Accounting, or related discipline).
  • Are fluent in English and Swahili speaking.
  • Have proven experience as a Collection representative or relevant role.
  • Are knowledgeable about MS Office Suite.
  • Possess excellent communication skills & problem-solving skills.
  • Are a team player, Fast learner, and Vibrates positivity.
  • Have patience, tenacity, and persuasiveness.
  • Demonstrate excellent time management and Shift flexibility.
  • Have additional training/certificate in Credit Management, Debt collection & Recovery, Negotiation & conflict resolution, or customer relationship management (CRM).
  • Are experienced with analytical tools (added advantage).