Numida Digital Collections Officer Jobs in Uganda

Numida Digital Collections Officer Jobs in Uganda

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).

How to Apply

For more information and job application details, see; Numida Digital Collections Officer Jobs in Uganda

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