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Job Purpose:
Receive accounts and make contacts with customers (Debtors) to ensure optimal debt collection
Reporting to:
Receive accounts and make contacts with customers (Debtors) to ensure optimal debt collection
Key Relationships:
Internal – CMOs, Team Leaders, Production Managers, DGM & GM MCMS
External – Relevant contacts for all clients, professional colleagues and the wider community.
Your Role:
· Contact debtors by phone to negotiate payoff deadlines and payment plans
· Make phone calls and request information from a variety of individuals and private and public agencies to locate debtor and determine assets or secure payments
· Submit Client reports on monthly basis or anytime when required.
· Handle customers’ questions or complaints
· Maintain account records, including contacts, correspondence, payments, documents, and legal actions initiated or taken
· Gather and assemble necessary supporting documents.
· Making field debtor visit where applicable.
Other Responsibilities:
- Provide feedback to the supervisor concerning possible problems or areas of improvement
- Make recommendations to implement improved processes
- Identify gaps in the system and recommend solutions
- Be visible and available for support with account handling
Perform other duties as assigned by management.
Academic & Professional Qualifications:
- Bachelor’s degree in any business related field
- Diploma in Credit management
- Certified member of Kenya Institute of Credit Management (ICM)
CPA-K is an added advantage
Knowledge & Experience
- At least 2 years of relevant work experience in debt collection
- Knowledge of financial products and services in the industry
Desirable Skills
- Excellent verbal and written communications in both English and Swahili
- Excellent negotiation skills.
- Client Relationship Management,
- Financial analysis,
- Reporting skills
- Target-oriented and customer-oriented
- Problem solving skill, integrity and honesty are necessary
Persuasive, persistent and firm and with ability to remain calm in stressful situation.
HOW YOU WILL BE MEASURED IN YOUR ROLE
In accordance with Metropol’s performance review timetable, your supervisor will review your ‘on the job performance’ quarterly. This review will be completed in relation to your position description and the delivery on your KPI’s (Key Performance Indicators) derived from your 3 Work areas above and defined under the four Balanced Score Card (BSC) Objectives below:
- Financial Objective:To remain financially viable and provide funds for the achievement of our client and business goals.
- Customer Objective: To provide quality, cost effective customer service that will enhance the value of our brand.
- Internal Business Processes Objective:To ensure that we apply the most effective processes and systems in the provision of services to our clients.
- Learning & Growth Objective: To increase the skill level of staff and ensure they are adequately remunerated.
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