Department:\u00a0OperationsLocation:\u00a0Head Office- BlantyreValidity period:\u00a006\/08\/2025 \u2013 15\/08\/2025About the Role\u00a0An opportunity has arisen for FINCA Limited (Malawi) dynamic, professional, and qualified\u00a0Temporary\u00a0staff to fill the below vacancy tenable at FINCA Call Center: \u2013SummaryThe Centralized Collections Officer is responsible for collecting FINCA Malawi Active, Delinquent and written off Loans. The role is primarily responsible for mobilizing loan repayments and reducing FINCA Malawi delinquency rate.\u00a0Role PurposeThe Centralised Collections Officer reminds and persuades clients with active and delinquent loans to repay their loans on time. They utilize SMS and Calls to contact target clients while collaborating with Loan Monitoring Officers across the branch network to manage delinquent loans between 1 and 30 days.The role is also responsible for remote recovery efforts on written off loans.RESPONSIBILITIESResponsible for contacting delinquent Loan Clients (0-30 Days Band).Obtaining Promise to Pay commitments from contacted Delinquent Loan clients.Responsible for contacting written off Loan Clients (Below 2 million Kwacha).Obtaining Promise to Pay commitments from written off Loan clients.Making sure collection calls leads to an honoured Loan repayment (Active and Written off Loans).Record all customer interactions and Promise to Pay commitments in CRM.Alert Field Recovery Officers (Write off Loans) or Loan Monitoring Officers (Active Loans) of debtors\u2019 unwillingness or unable to pay when necessary.Key Performance Indicators (KPIs):Number (#) of outgoing delinquent calls per month.Number (#) of successful Delinquent Loan PTPs per month.Value (MWK) of collection target per month.Number (#) of Recovery Calls Per Month.Value (MWK) recoveries from Write-off Loans per month.CompetenciesTo perform the job successfully, an individual should demonstrate the following competencies:Excellent Negotiation Skills-\u00a0Able to solicit loan repay commitments.Manages Emotions-\u00a0Handles Tense Conversations with Rude or Angry clients processionary. Offering solutions for misunderstandings in a calm manner.Ethics-\u00a0Treats people with respect; keeps commitments; Inspires Trust of others; Works with Integrity and upholds Finca values.Dependability-\u00a0Follows instructions, responds to management\u2019s direction; comes to work every day and on time; completes tasks on time.Quantity-\u00a0Strives to increase productivity; meets set Targets.Quality-\u00a0Demonstrates Accuracy and thoroughness; gives feedback to improve performance; Monitor own work to ensure quality.Professionalism-\u00a0Follows through on commitments; Treats others with Respect; has a professional Tone when conversing with clients. Accepts Responsibility for owns actions.Adaptability-\u00a0Adapts to changes in the work environment; able to deal with frequent changes or unexpected events.\u00a0Other Skills and AbilitiesVibrant PersonalityConvincingSelf-StarterConfidentIntrinsic Motivation characterVery good ListenerAbout the Candidate\u00a0Qualifications:Diploma in Business Studies or any other relevant field.Languages:Fluency in English and any local languageKey Relationship:Contact Centre StaffContact Centre ManagerFINCA Branch Loan Monitoring OfficersFINCA Branch Recovery Team<\/p>\n
Apply Via:<\/p>\n
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