Area Collections Executive

Job Description

The Area collections Executive plays a critical role in managing delinquent accounts and ensuring repayment compliance. This position involves converting overdue accounts into current customers through client visits, collection calls, and strategic follow-ups in teamwork with Area Business Managers and Field Sales Executives/Energy Officers to minimize default rates.

What you would be expected to do

Performance Indicators

• Work with Regional Collections Manager to provide ABM and CAs with specific cohorts of accounts to prioritise follow ups based on detailed performance checks on a weekly basis.
• Drive the Area Collection Score to at least 80% and maintain such standard.
• Reduce the Area Portfolio Disabled rate to at least 15% of the entire regional book.
• Maintain Area at Risk Rate at less than 1% weekly/monthly average.
• Follow up on all restricted agents and provide a report on their reason for restriction and provide a detailed plan to get them either unrestricted or replaced and have their accounts reassigned should the key findings be overall non performance.
• Enforcement of Risk and collection interventions to ensure key outcomes are achieved.
• Follow up on findings from periodic collections surveys done by the CC team.
• Performance drive for the area collection Ambassadors.
• Reduction of Risk exposure that will damage the portfolio quality and the company's image.
• Enforce FSE Kazi Usage, through achieving at least 80% Kazi Task Completed.

Essential Indicators

• Proper management of collection ambassadors to ensure the target is aligned to the company's goals.
• Trace and close all non-performing accounts, with emphasis on those greater than 180 days disabled.
• Proper training and engagement of energy officers and collection ambassadors to increase the Kazi success rate and collection abilities.
• Area portfolio check and strategizing to address and improve the quantity of collections and quality of sales.
• Immediate addressing of risk exposures and recommendation to the risk team for resolution.
• Timely follow-up of customer complaints, such as faulty issues and poor service, is issued to ensure quality service is rendered.
• Check the area portfolio and repayment trends provided and lay down daily, weekly, and monthly strategies to drive better collection rates from delinquent customers.
• Proper weekly reports stating all the activities conducted and aligning with data and the achievement rate of daily activities.
• Setting and ensuring the drive of target setting in the respective AHQ through engagement of the RCM, ABMs and energy officers.
• Facilitate reporting and actions to be taken against those perpetrating fraudulent practices in the field, such as product tampering, misinformed sales done by agents, etc., as per the processes laid out by the Risk function.
• Tracking of FPDs and SPDs and poor repayment customers to know the reason for not repaying and address findings immediately.
• Timely resolution of complex complaints from clients in their region.
• Oversee repossession efforts and ensure they are in line with the organization's repossession policy.

You might be a strong candidate if you

• Bachelor's degree/Higher Diploma related to Finance, Community Development, communication, credit risk management, or related fields.
• At least 1 year of work experience in a similar position with field experience working with rural customer settlements.
• Passionate about working in the field to drive collections, resolve issues, and enhance the customer experience.
• Strong experience from a microfinance/fintech or banking background in credit collections and debt recovery is preferable.
• Must have good communication & people skills.
• Excellent people skills.
• Clear and straight-to-the-point communication skills with fluency in English and at least one local language.
• Clear thinking/problem-solving ability.
• Passionate about working with rural customers & resolving customer issues.
• Excellent issue-tracking and resolution skills.
• Able to manage multiple tasks at the same time diligently and accurately.
• Work with multiple sales teams and cross-functional teams seamlessly.

What Sun King Offers (in addition to compensation and statutory benefits)

• Professional growth in a dynamic, rapidly expanding, high-social-impact industry.
• An open-minded, collaborative culture made up of enthusiastic colleagues who are driven by the challenge of innovation towards profound impact on people and the planet.
• A truly multicultural experience: you will have the chance to work with and learn from people from different geographies, nationalities, and backgrounds.
• Structured, tailored learning and development programs that help you become a better leader, manager, and professional through the Sun Center for Leadership.