Position Description

The Collections Officer is responsible for managing loan recovery process for delinquent accounts by analyzing the customer's financial situation, contacting customers through various communication channels (phone, email, in-person, social media etc), and establishing repayment arrangements.

Roles Responsibilities

● Loan Recovery Process: Initiate and manage the loan recovery process for delinquent accounts by analyzing the customer's financial situation, contacting customers through various communication channels (phone, email, in-person), and establishing repayment arrangements.

● Communication and Negotiation: Engage with customers to understand their financial challenges and negotiate feasible repayment solutions, considering the customer's circumstances and d.light’s policies.

● Collection Activities: Conduct thorough research on customer accounts, update payment statuses, and maintain accurate records of communications and payment arrangements. Implement collection strategies to maximize loan recovery success.

● Compliance and Documentation: Ensure compliance with all legal and regulatory requirements during the loan recovery process. Prepare necessary documentation related to the recovery efforts and maintain confidentiality of sensitive customer information.

● Customer Service: Provide exceptional customer service to customers by addressing their queries and concerns with empathy and professionalism, helping them understand the recovery process and available options.

● Reporting: Prepare regular reports on the status of recovery efforts, detailing progress, challenges, and Key Performance Indicators (KPIs) to management.

● Collaboration: Collaborate with internal teams such as Sales, Supply Chain, and Customer Experience departments to resolve complex cases and identify potential risks related to loan recovery.

● Continuous Improvement: Stay updated on industry best practices and trends in loan recovery and collections. Suggest process improvements and strategies to enhance recovery rates and reduce delinquency.

Requirements

● Bachelor's degree in finance, business administration, or a related field.

● Previous experience in loan recovery, debt collection, or a similar role within the financial services sector is preferred.

● Strong understanding of lending processes, loan products, and loan documentation.

● Excellent communication and negotiation skills with the ability to handle difficult conversations professionally.

● Sound knowledge of relevant laws, regulations, and compliance standards related to loan recovery and debt collection.

● Analytical mindset to assess customers' financial situations and develop suitable repayment plans.

● Proficient in using computer applications, databases, and Customer Relationship Management (CRM) software.

● Ability to work independently and collaboratively as part of a team.

● Demonstrate problem-solving skills and attention to details.

● Empathy and patience when dealing with customers facing financial difficulties.