Collections and Recovery Call Centre Supervisor

JOB SUMMARY

The Collections and Recovery Supervisor is responsible for securing timely repayments through Call Centre Agents, supporting their daily activities, maintaining positive relationships with customers, minimizing and controlling losses to the MDI through proper management of the assigned credit facilities in default.

 Key duties and responsibilities:

1. Managing staff performance and development by carrying out performance needs assessment, training and appraisal.
2. Managing staff concerns, providing guidance and timely feedback
3. Managing escalated calls from clients
4. Support hiring, training and coaching of Call Centre Agents to cultivate knowledge and skills to provide excellent service to customers.
5. Negotiating payment of delinquent contract customers, securing promises to pay within set guidelines and targets.
6. Maintaining 100% compliance with all policies and regulatory requirements across collection activities.
7. Carrying out scheduled call quality reviews and providing feedback to Call Centre Agents to ensure continuous call quality improvement
8. Ensuring staff understand and comply with all call center objectives, performance standards and policies
9. Identifying operational issues and suggesting possible improvements
10. Preparing reports and analyzing data to assist management in determining call center goals
11. Supporting Call Center Agents and coordinating sourcing of alternative contacts for delinquent customers with unreachable contacts from branches

 Competencies

To perform the job successfully, an individual should demonstrate the following competencies:

1. Excellent knowledge and understanding of collections legal recovery practices.
2. Good understanding of lending principles.
3. Good supervisory, management and interpersonal skills
4. Sound reporting and analytical skills
5. Ability to remain calm and courteous under pressure and navigate tense situations especially during busy hours
6. Excellent problem solving, leadership and customer service skills
7. Good coaching, training and motivating skills.
8. Excellent organization, time management and prioritization skills.
9. Good decision making skills
10. Good verbal and written communication skills
11. Excellent financial and risk analysis skills
12. Ability to work under pressure and overtime.
13. Customer oriented

Qualifications and Experience

 A Bachelor’s Degree in Business Administration, Accounting, Commerce or any other business related field.

At least 3 years of experience in Credit Operations

How to Apply:

 All candidates who so wish to take up this role in the aforementioned capacity are encouraged to send their applications with detailed CVs including present position and copies of relevant professional/academic certificates to: ug_jobs@fincaug.org

 Deadline: 27^th January 2022