<p><strong>Position Description</strong></p><ul><li>The Collections Officer is responsible for managing loan recovery process for delinquent accounts by analyzing the customer&#39;s financial situation, contacting customers through various communication channels phone, email, in-person, social media etc, and establishing repayment arrangements.</li></ul><p><strong>Roles Responsibilities</strong></p><ul><li>Loan Recovery Process: Initiate and manage the loan recovery process for delinquent accounts by analyzing the customer&#39;s financial situation, contacting customers through various communication channels phone, email, in-person, and establishing repayment arrangements.</li><li>Communication and Negotiation: Engage with customers to understand their financial challenges and negotiate feasible repayment solutions, considering the customer&#39;s circumstances and d.light&rsquo;s policies.</li><li>Collection Activities: Conduct thorough research on customer accounts, update payment statuses, and maintain accurate records of communications and payment arrangements. Implement collection strategies to maximize loan recovery success.</li><li>Compliance and Documentation: Ensure compliance with all legal and regulatory requirements during the loan recovery process. Prepare necessary documentation related to the recovery efforts and maintain confidentiality of sensitive customer information.</li><li>Customer Service: Provide exceptional customer service to customers by addressing their queries and concerns with empathy and professionalism, helping them understand the recovery process and available options.</li><li>Reporting: Prepare regular reports on the status of recovery efforts, detailing progress, challenges, and Key Performance Indicators KPIs to management.</li><li>Collaboration: Collaborate with internal teams such as Sales, Supply Chain, and Customer Experience departments to resolve complex cases and identify potential risks related to loan recovery.</li><li>Continuous Improvement: Stay updated on industry best practices and trends in loan recovery and collections. Suggest process improvements and strategies to enhance recovery rates and reduce delinquency.</li></ul><p><strong>Requirements</strong></p><ul><li>Bachelor&#39;s degree in finance, business administration, or a related field.</li><li>Previous experience in loan recovery, debt collection, or a similar role within the financial services sector is preferred.</li><li>Strong understanding of lending processes, loan products, and loan documentation.</li><li>Excellent communication and negotiation skills with the ability to handle difficult conversations professionally.</li><li>Sound knowledge of relevant laws, regulations, and compliance standards related to loan recovery and debt collection.</li><li>Analytical mindset to assess customers&#39; financial situations and develop suitable repayment plans.</li><li>Proficient in using computer applications, databases, and Customer Relationship Management CRM software.</li><li>Ability to work independently and collaboratively as part of a team.</li><li>Demonstrate problem-solving skills and attention to details.</li><li>Empathy and patience when dealing with customers facing financial difficulties.</li></ul>