Department: Credit
Position: Field Credit Collections Officer
Reporting to: Credit Collections Coordinator
Role Type: Full-Time
Location: Arua
About the role:
The Field Credit Collections Officer will be responsible for visiting customers with overdue payments, negotiating repayment plans, and resolving issues related to delinquent accounts.
Key Responsibilities:
● Conduct field visits to customers' homes or businesses to collect outstanding payments, utilizing tact and professionalism to address customer concerns and negotiate payment arrangements.
● Educate customers on their account status, payment options, and consequences of non- payment, ensuring clear and accurate communication.
● Update customer account information accurately and promptly in the system, documenting all collection activities and interactions.
● Identify and prioritize delinquent accounts, developing action plans to recover outstanding balances in a timely manner.
● Collaborate with other departments, such as credit analysis and customer service, to address root causes of delinquency and prevent future occurrences.
● Handle customer inquiries and complaints related to billing, payments, and account discrepancies, resolving issues promptly and efficiently.
● Adhere to regulatory requirements and compliance standards governing collections activities, ensuring confidentiality and data security.
● Meet or exceed individual and team performance targets for collections effectiveness, call quality, and customer satisfaction.
● Participate in training and development programs to enhance skills and knowledge related to collections techniques and best practices.
● Additional responsibilities as assigned from time to time.
Qualifications:
● Bachelor's degree in Business Administration, Finance, or related field preferred.
● Minimum of 1-2 years of experience in collections, customer service, or field-based roles.
● Strong communication and negotiation skills, with the ability to handle difficult conversations and resolve conflicts.
● Ability to work independently and effectively manage time and resources in a field-based environment.
● Proficiency in MS Office suite and experience with mobile data collection tools and customer relationship management (CRM) systems.
● Knowledge of regulatory requirements governing collections activities in Uganda is a plus.
● Valid driver's license and access to a reliable vehicle preferred.