Coordinator: Debt Collector Full-Time

Role purpose:

The Debt Collector is responsible for contacting debtors and claim outstanding debts towards their creditors. S(he) is responsible for recovering the money owed in as little time as possible. A debt collector will have to be polite and sensitive towards people while also remaining committed to their purpose and persistent.

Key accountabilities and decision ownership:

• Keep track of assigned accounts to identify outstanding debts and plan course of action to recover outstanding payments;
• Locate and contact debtors to inquire of their payment status;
• Negotiate payoff deadlines or payment plans;
• Handle questions or complaints;
• Investigate and resolve discrepancies;
• Create trust relationships with debtors when possible to avoid future issues;
• Update account status and database regularly;
• Alert superiors of debtors unwilling or unable to pay when necessary;
• Comply with requirements when legal action is unavoidable.

Key performance indicators:

• CEI – 90%;
• Churn and write offs – accounts churned and written off should not exceed 5% of the total volume of accounts held by the debt collector in a particular month;
• Dispute resolution – at least 85% of value marked as dispute at the beginning of the month should be cleared at the end of the respective month.