Collection Telecaller is responsible for Calling the customer from 0 defaulters to 3 dues default (Bucket). She is responsible for the Daily Calling of 100 customers per day. She will also do a reminder call one day before the due date. She has to achieve 100% collection efficiency, and PAR% should be less than 3%. She is also responsible for giving customer feedback to Operations for any decision of repeat customers.
Job Responsibilities
- Along with Collection and Operations team, ensure customer query is attended and resolved – Customer Satisfaction is very important
- Collect outstanding debts from clients and achieve collection target to ensure positive cash flow
- Daily reporting of Collection feedback to Supervisors and obtaining advise on the challenging cases.
- Handling police cases over phone
- Immediate communication to the Superiors in case of any bike stolen, accident, bike at police station and customer absconding and Tracker disconnected
- Obtaining reports from the central team timely and follow up collections
- Regular checking of Trackers on their visibility, follow up those tracker disconnected, follow up bikes which is beyond our Geo location etc.
Education
Bachelor Degree
Required Qualifications & Skills
Minimum Experience:
- Two years of experience as a Tele caller on any loan product
- Good Experience in handling Police issues, Collection queries, customer care,
Job-Specific Skills:
- Excellent customer service and Communication Skills
- Strong verbal and written communication – Local Language, Uganda
- Should have good skills in Microsoft Excel, Word, and Presentation
- Should have good Customer Service Experience
- Excellent phone and presentation skills.
- Should have knowledge on the Terms like Bucket, Overdue, Portfolio at Risk (PAR%), Principle Outstanding (POS), Preclosure, and Collection Efficiency.
- Experience in handling Non-Starters, Early Defaulters, etc.,
- Knowledge of SAP is an additional advantage
