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Debt Collection & Account Management

• Contact customers through digital channels (calls, emails, SMS, chat, in-app notifications) to remind or negotiate repayment of overdue loans.
• Track and manage delinquent accounts, ensuring prompt follow-up on repayment schedules.
• Maintain accurate records of all collection activities and customer communications in Customer Relationship Management or loan management systems.

Customer Communication & Negotiation

• Professionally handle borrowers to encourage repayment while maintaining positive customer relationships.
• Negotiate payment plans or settlements within company policy.
• Educate customers about repayment options, penalties, and financial literacy to reduce future defaults.

Data & Reporting

• Monitor repayment performance metrics and prepare daily/weekly reports for management.
• Flag and escalate problematic or high-risk accounts to supervisors or the legal team.
• Analyse repayment trends and provide insights to improve collection strategies.

Compliance & Risk Management

• Ensure all collection activities comply with regulatory guidelines (e.g., data privacy laws, consumer protection regulations, and fair debt collection practices).
• Protect customer data confidentiality and adhere to internal security standards.
• Follow ethical standards when interacting with customers to avoid harassment or reputational risk.

Collaboration & Process Improvement

• Work closely with the customer service, credit risk, and legal teams to streamline collection strategies.
• Provide feedback to improve loan products, customer onboarding, or repayment experience.
• Assist in implementing automated or AI-driven collection tools (e.g., predictive scoring, chatbots).