Soft Collection Team Lead (Boda Overdue) at Mogo Finance

• Be fully aware of the company’s operations, structure and services.
• Follow and control the execution of contractual liabilities of customers, provide observation of customer payment deadlines, provide debt collection.
• Supervise team activities and processes for delivery of set targets.
• Monitoring and training on usage of call center tools in the department and company’s ERP system .
• Identify training needs and prepare training material .
• Portfolio split and share tasks to agents daily.
• Do performance reviews as required by the company.
• Consult customers on possible solutions in debt repayment.
• Process and maintain precise data on customers anytime, so that other employees can access actual information on debtors, debt remnants and statuses.
• Coaching, call listening, and calibration of agents calls .
• Handle customer’s queries on call and office visits.
• Submit suggestions on debt collection process improvements .
• Any Other duties Assigned

• Diploma/Degree in Business Administration, Marketing, or related field.
• At least 2 years of relevant experience as Debt Collector/ Customer Support Specialist, or DC Specialist, preferably in a Financial Institution.
• Excellent communication and interpersonal skills.
• Strong analytical & problem-solving skills.
• Ability to adapt quickly and work independently. 6. Fluent in English and Swahili

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