Summary
Date Posted: Friday, May 10 2024, Base Salary: Not Disclosed

JOB DETAILS:
The Role:
Join our team as a Digital Collections Officer (DCO) where you'll be responsible for conducting collections calls, utilizing effective negotiation strategies, and engaging customers to facilitate loan repayments. Your primary focus will be ensuring compliance with Numida's methodologies and policies, contributing to the overall success of our Collections Team. Reporting directly to the Collections Team Leader, you'll play a pivotal role in maintaining positive customer relations while optimizing loan recovery efforts.

Your Responsibilities:
• Conduct collections calls to collect overdue loan repayments via phone, adhering to Numida's escalation process for delinquent borrowers, and negotiate promises to pay with customers and their secondary contacts.
• Perform retention calls to gather customer feedback and insights.
• Collaborate with the Product team and participate in experiments or trials aimed at enhancing Numida's service quality and your role's efficiency.
• Handle inbound service inquiries through phone and WhatsApp, ensuring resolution of all Numida client issues and escalating to the appropriate department when necessary.
• Fulfill interim duties for Credit Relationship or Field Investigation Officers or other credit staff as required.
• Maintain service standards established by the company to ensure excellent customer experience.
• Address complaints promptly and professionally, striving for effective resolution.
• Record accurate and comprehensive information in our Customer Relationship Management (CRM) system to facilitate effective issue resolution.
• Keep abreast of Numida's product offerings to provide accurate and beneficial information to clients.

Skills & Qualifications:
• Minimum of 2 years of experience in credit, customer care, or a related field.
• Proficiency in computer and mobile technology, with experience in Android apps and desktop productivity software such as Google Drive, Google Sheets, and Google Docs.
• Fluent in both English and Luganda, with proficiency in other Ugandan languages being advantageous.
• Ability to deliver customer care via chat using professional, concise, and slang-free English.
• Knowledge and practical experience in providing exceptional customer care, with a strong grasp of phone etiquette.
• Outstanding organizational skills coupled with meticulous attention to detail.
• Excellent interpersonal skills and a high level of empathy, demonstrating patience to listen and understand the needs and concerns of Numida’s users, and adept at addressing complaints with compassion.
• Typing speed of 30+ words per minute (desired).

Who You Are:
• A believer that small business growth in Uganda will drive community development and wide-scale economic improvement
• A highly productive, results-oriented, self-driven individual committed to excellence
• A street-smart individual who can speak confidently with business owners in Kenya
• A balanced planner and doer who can manage a heavy workload effectively
• A fast learner who is entrepreneurial in spirit and can balance both growth and risk management priorities
• A team player with the humility to ask for help when needed and to accept feedback to rapidly iterate on your work

Why Numida:
At Numida, we believe our values make a difference:
• We are committed to active inclusion and diversity
• We are transparent
• We succeed when our customers succeed
• We do not only get things done but also in the right way.
• We value, support and help each other grow.
• And we have fun!



Education Requirement: No Requirements

Work Hours: 8

Experience in Months: 24

Level of Education:

Job application procedure

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