Customer Service & Collections Officer

Reports to: Team Lead Collections

Job Purpose

The purpose of this role is to drive collections on current and overdue loans through direct contact with the customers. You will be required to work closely with the Collections team in ensuring that loans are cleared in full at the shortest period possible or negotiate for reasonable repayment plans on the loans. You will also be required to highlight accounts that do not adhere to company policy and procedures.

Key Responsibilities:

Customer Service:

• Handle incoming customer inquiries via phone, email, or in person.
• Resolve customer complaints and issues in a timely and professional manner.
• Maintain accurate records of customer interactions.
• Provide information about products, services, and account status.
• Follow up with customers to ensure satisfaction.

Collections:

• Contact customers regarding overdue accounts.
• Negotiate repayment plans and ensure timely payments.
• Maintain detailed records of collection activities.
• Escalate unresolved accounts to management or legal teams as needed.
• Monitor accounts for compliance with payment terms.
• Prepare reports on each call and share with team leader.

Key Skills & Qualifications:

• Strong communication and interpersonal skills.
• Ability to manage difficult conversations and resolve conflicts.
• Basic knowledge of billing and payment processes.
• Detail-oriented and organized.
• Experience in customer service and/or collections is a plus.