Join Our Team as a Collections Officer (CO2)
Company: Watu Credit
Position: Collections Officer (CO2)
Job Overview
At Watu Credit, we’re shaping the future of financial inclusion, empowering individuals and businesses with access to the resources they need to succeed. We are currently looking for a dynamic and self-driven Collections Officer to join our team and help us manage and optimize client debt recovery processes.
Scope
This role focuses on organizing and tracking outstanding client debt accounts, engaging with clients to negotiate payments or payment plans, and ensuring efficient debt recovery while maintaining high standards of customer service.
Key Responsibilities
Collections
- Proactively contact overdue clients via outbound calls to negotiate payment deadlines or plans.
- Manage multiple delinquent accounts, ensuring effective debt recovery strategies are in place.
- Track assigned client portfolios, identifying overdue accounts, and taking necessary follow-up actions.
- Implement recovery plans as per work schedules and company guidelines.
- Address client inquiries or complaints, escalating unresolved issues to supervisors when required.
- Manage daily delinquent accounts as per the targets outlined in the work plan.
General Duties
- Adhere to company policies, processes, and code of conduct.
- Complete all assigned tasks and responsibilities within agreed deadlines.
- Execute administrative duties efficiently, aligning with established processes.
- Propose innovative solutions and improvements to enhance business efficiency.
- Deliver consistent communication tailored to suit diverse audiences.
Key Performance Indicators (KPIs)
Success in this role is measured by:
- Achieving the minimum monthly collection rate.
- Attaining the agreed number of clients (NOC) contacted daily.
- Meeting the agreed call effectiveness (CE) targets.
- Maintaining a high-quality call score (QC) per day.
Required Knowledge, Skills, and Qualifications
Educational Background
- Diploma or Degree in Accounting, Finance, Business Administration, or related fields.
Experience
- 2–3 years of experience in a similar role.
Technical Skills
- Proficient in Microsoft Office Suite, particularly Word and Excel (basic level).
Behavioral Skills
- Customer Focus: Deliver exceptional customer service to internal and external clients.
- Ownership: Treat Watu Credit as your own, making decisions aligned with company values and KPIs.
- Respect: Foster respectful relationships within teams, with customers, and partners.
- Integrity: Operate transparently and uphold honesty in all actions.
- Empowerment: Actively learn and grow while empowering others to succeed.
People & Leadership Skills
- Collaborate to create a positive and cooperative team environment.
- Participate in regular performance reviews and training to improve skills and knowledge.
- Remain proactive and motivated to achieve key objectives.
- Recommend innovative strategies to improve efficiency and customer experience.
Why Join Watu Credit?
- Be part of an international and driven team committed to high aspirations and hard work.
- Enjoy opportunities for continuous learning and professional growth.
- Competitive compensation package and health benefits.
- Experience a dynamic work environment where your ideas and contributions are valued.
How to Apply
Excited to make a difference with Watu Credit? and submit your CV along with a cover letter. We’re thrilled to have you join us in transforming financial access!
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