Job Purpose/Mission
- The Customer Finance Team plays a pivotal role in ensuring the
overall success of our largely unbanked customers in completing their
loans and getting continued access to clean, reliable energy. The team
works cross-functionally with our commercial, customer experience, product
development and operations on the ground to ensure that we provide all
customers with successful responsible onboarding and offer constant
support through adequate monitoring and interventions all the way through
the lifetime of our customers’ loans.
- The Collections Manager will be responsible for securing
timely repayments through Call Centre Agents, supporting their daily
activities, maintaining positive relationships with customers, and
minimizing, and controlling losses to the loan portfolio through proper
management of the assigned accounts in default.
Responsibilities
Monitoring & Process Management
- To oversee and assist in the monitoring and analysis of
customer accounts for non-payments, delayed payments and other
irregularities
- To ensure the cost of pursuing a customer debt is
reasonable through cost/benefit analysis
- Monitor telephone reports on a weekly basis to ensure
contact per day quota is achieved
- To monitor appropriate collections activity to ensure
customers pay to agreed terms
- To monitor the quality of the team’s customer calls and
develop actions to improve service standards
- To monitor team performance against financial and other
targets and alert the line manager of situations that may lead to variance
from plans
Team Management
- To maximise revenue collection and debt recovery
- Verify that team members get the appropriate training
and apply their knowledge and skills to the job
- Supervise and direct the daily activities of contact
center collection officers
- To ensure that the team deals with all customer
complaints in line with the complaints process and adhering to the Code of
Conduct
- To plan and manage the day-to-day workflow and
performance of the team ensuring that targets and customer service
standards are achieved and maintained
- Supervises recoveriesand collection activities which
involves training, mentoring, and coordinating of assignments to ensure
timely reporting and meeting of deadlines/KPI.
- To hold regular team meetings to timely and effectively
communicate departmental plans and targets, discuss issues and recognise
success
- Manage the overdue and support on Welcome call
process
- Ensure all agents adhere to call regulations
- Ensure Xdesk and other working tools are working well or
else escalating issues arising
- Ensure the team is capturing the right information
Reporting
- Participation in collection analysis functions and
various other credit related duties
- Ensure Collections and Recoveries monthly reports are
prepared and where necessary appropriately distributed
- Identify and report any incident that may affect
operational results
- Assist in ad-hoc credit/collections related exercises as
required
- Analyzing the effectiveness of collection activities and
recommending alternative courses of action to gain optimum results
- Review daily reports relating to area of responsibility,
taking corrective action required to obtain objectives
- Identify the negative trends and notify them to the
manager of the Credit Recovery Center, enclosing the proposed solutions to
mitigate them
- Calculate commission for each field agent and request
Field commissions to Finance after approval from manager and ensure
payments are done in a timely manner
Experience :
- 5 years’ Experience in portfolio management/microfinance or
its equivalent with a focus on loan collections and recovery.
- Experience in team Management.
- High Level of familiarity with typical income, expenditure and
cashflow patterns of rural and per -urban households and micro-enterprises
in assigned portfolio, including farmers, animal breeders, business
owners and employees.
- Professional experience in traditional bottom of the pyramid
(BoP) lending techniques preferably in microfinance sector
- Strong customer Negotiation skills.
- Knowledge about market and business risks associated with
typical Mysol customers
Qualifications :
- Bachelor’s degree in business or related field
- Portfolio management certificate will be an added
advantage
Language(s):
- English
- Kiswahili
Technology :
- Computer literacy, particularly good working knowledge of
Microsoft Excel and PowerPoint
How To Apply
