Description

EBC is hiring Online Collections Agents (7) who will professionally handle borrowers to encourage repayment while maintaining positive customer relationships.

Key Duties and Responsibilities:

Debt Collection & Account Management

• Contact customers through digital channels (calls, emails, SMS, chat, in-app notifications) to remind or negotiate repayment of overdue loans.
• Track and manage delinquent accounts, ensuring prompt follow-up on repayment schedules.
• Maintain accurate records of all collection activities and customer communications in Customer Relationship Management or loan management systems.

Customer Communication & Negotiation

• Professionally handle borrowers to encourage repayment while maintaining positive customer relationships.
• Negotiate payment plans or settlements within company policy.
• Educate customers about repayment options, penalties, and financial literacy to reduce future defaults.

Data & Reporting

• Monitor repayment performance metrics and prepare daily/weekly reports for management.
• Flag and escalate problematic or high-risk accounts to supervisors or the legal team.
• Analyse repayment trends and provide insights to improve collection strategies.

Compliance & Risk Management

• Ensure all collection activities comply with regulatory guidelines (e.g., data privacy laws, consumer protection regulations, and fair debt collection practices).
• Protect customer data confidentiality and adhere to internal security standards.
• Follow ethical standards when interacting with customers to avoid harassment or reputational risk.

Collaboration & Process Improvement

• Work closely with the customer service, credit risk, and legal teams to streamline collection strategies.
• Provide feedback to improve loan products, customer onboarding, or repayment experience.
• Assist in implementing automated or AI-driven collection tools (e.g., predictive scoring, chatbots).

Qualifications, Skills and Experience:

Education

• Diploma or bachelor’s degree in finance, Accounting, Business Administration or Economics.
• Additional training or certification in credit management, collections, or customer relations is a plus.

Additional Requirements

• 1–3 years of experience in loan recovery, credit control, or customer service preferably in a fintech, microfinance or banking environment.
• Experience using digital collection platforms, Customer Relationship Management tools, or loan management systems (e.g., Mambu, Salesforce, LendFoundry, or DebtCol).
• Communication: Excellent written and verbal communication; ability to negotiate empathetically but firmly.
• Analytical Skills: Ability to interpret repayment data and make sound collection decisions.
• Tech Proficiency: Comfortable with digital tools, spreadsheets, and automated collection software.
• Organization: Strong attention to detail and ability to manage a high volume of accounts.
• Regulatory Awareness: Knowledge of financial regulations, data privacy or fair collection practices.

• Contact customers through digital channels (calls, emails, SMS, chat, in-app notifications) to remind or negotiate repayment of overdue loans.
• Track and manage delinquent accounts, ensuring prompt follow-up on repayment schedules.
• Maintain accurate records of all collection activities and customer communications in Customer Relationship Management or loan management systems.
• Professionally handle borrowers to encourage repayment while maintaining positive customer relationships.
• Negotiate payment plans or settlements within company policy.
• Educate customers about repayment options, penalties, and financial literacy to reduce future defaults.
• Monitor repayment performance metrics and prepare daily/weekly reports for management.
• Flag and escalate problematic or high-risk accounts to supervisors or the legal team.
• Analyse repayment trends and provide insights to improve collection strategies.
• Ensure all collection activities comply with regulatory guidelines (e.g., data privacy laws, consumer protection regulations, and fair debt collection practices).
• Protect customer data confidentiality and adhere to internal security standards.
• Follow ethical standards when interacting with customers to avoid harassment or reputational risk.
• Work closely with the customer service, credit risk, and legal teams to streamline collection strategies.
• Provide feedback to improve loan products, customer onboarding, or repayment experience.
• Assist in implementing automated or AI-driven collection tools (e.g., predictive scoring, chatbots).

• Excellent written and verbal communication; ability to negotiate empathetically but firmly.
• Ability to interpret repayment data and make sound collection decisions.
• Comfortable with digital tools, spreadsheets, and automated collection software.
• Strong attention to detail and ability to manage a high volume of accounts.
• Knowledge of financial regulations, data privacy or fair collection practices.

• Diploma or bachelor’s degree in finance, Accounting, Business Administration or Economics.
• Additional training or certification in credit management, collections, or customer relations is a plus.
• 1–3 years of experience in loan recovery, credit control, or customer service preferably in a fintech, microfinance or banking environment.
• Experience using digital collection platforms, Customer Relationship Management tools, or loan management systems (e.g., Mambu, Salesforce, LendFoundry, or DebtCol).