Debt Collector – Maputo 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.

Must have technical / professional qualifications:

• Accounting background
• Working knowledge of MS Office and databases
• Must be able to meet tight deadlines and productivity standards
• Ability to be polite and compassionate without lacking confidence

Core competencies, knowledge and experience:

• 2 years proven experience as debt collector
• Experience in working with targets and tight deadlines
• Knowledge of relevant legal requirements
• Apt in negotiating and persuading
• Excellent communication skills and a sense of urgency are extremely useful to succeed in this task.