Tele – Collector at Wema Bank

• Grade Band – EH 1- EH3
• Division – Retail Banking
• Department – Consumer Banking Department
• Reports to – Head Consumer Banking

KEY RESPONSIBILITIES/ACCOUNTABILITIES Key Expectations

• Contact customers who are past due on their loan payments via telephone or other electronic means.
• Persuade and negotiate repayment plans and settlement offers with customers to make the payments and resolve their delinquent accounts.
• Follow up on a daily basis with the promise to pay (PTP) through phone calls and emails.
• Document all collection efforts and customer interactions accurately in the collection report.

Key Performance Indicator (KPI)

• 200 calls per day and at least a minimum of 80 interactions per day.
• 2.5 million dailies.
• 12.5 million weekly recoveries.
• 50 million recoveries on a monthly basis

PROFESSIONAL COMPETENCIES

• Communication Skills
• Customer Service Orientation
• Knowledge of Regulations
• Empathy
• Negotiation Skills
• Time Management
• Data Management
• Team Collaboration
• Ethical Conduct

QUALIFICATION AND SKILLS

Below are the qualifications and skills required to work as a Tele-collector.

Qualifications include:

• Customer-oriented: Must be driven by the Bank’s purpose of delivering valuable products.
• Show a strong ability to critically analyze market problems and define clear, detailed, and logical product and service solutions.
• Platform product leadership: Collaborate with product and engineering leadership across the Bank to develop the platform and skillset.
• Possess strong analytical skills and the ability to leverage data to make informed feature designs and recommendations.
• Deeply curious to understand the ‘why.’
• Ability to collaborate and work with stakeholders and team members.
• Excellent written and verbal communication skills
• Deeply curious and want to understand the why.
• Not satisfied with the status quo and want to raise the bar.
• 3+ years of experience in a related field
• A first degree in a related field
• Technical and analytical background
• Strong track record of execution

Education:

• 1st Degree in any social science or management science course.