Pre-Collection Officer

The Pre-Collections Officer plays a crucial role in proactively engaging borrowers during the initial stages of loan repayment to prevent delinquency. This involves monitoring repayment schedules, sending reminders, offering education and support to customers facing challenges, and initiating early interventions. The goal is to reduce default risk and maintain timely repayment.

Key Duties:

Early Engagement & Reminders:


Oversee accounts nearing due dates based on information provided by the Risk Intelligence team.
Consistently and courteously reach out to customers via various channels including SMS, phone calls, robocalls, emails, and WhatsApp to remind them of upcoming payments.
Conduct friendly and professional conversations with customers to encourage prompt repayment.


Customer Support & Education:


Recognize and document reasons for potential late payments.
Inform customers about repayment options, loan terms, consequences of missed payments, and advantages of timely repayment.
Refer hardship cases or rescheduling requests to the appropriate team.


Digital Collections Tools Usage:


Utilize automated dialers and AI-powered robocalls for large-scale outreach.
Interact with customers on WhatsApp using predefined scripts and escalation procedures.
Document all interactions and follow-ups in collections worksheet and NX 360


Monitoring:


Monitor response rates, repayment intentions, and customer feedback from engagements.
Identify accounts at risk of delinquency and suggest early interventions.


Collaboration & Continuous Improvement:


Collaborate closely with Loan Officers, Collections Officers, and Customer Service and Trops operations to coordinate efforts.


Requirements

Education/Professional Qualification:


Bachelor's Degree or HND in Finance, Business Administration, Economics, or a related field.
At least 1 year of experience in customer service, tele-collections, call center operations, or financial services.
Knowledge of CRM platforms (e.g., Microsoft Dynamics), loan management systems (e.g., NX360), and digital engagement tools.


Technical:


Fundamental understanding of credit risk
Proficiency in using auto-dialers & CRM tools
Competence in digital channels (WhatsApp, SMS)
Precision in data entry and reporting
Proficiency in Microsoft Office (Excel, Word)


Behavioral:


Exceptional communication skills (verbal & written)
Persuasive and empathetic engagement
Excellent organizational abilities
Self-motivated and proactive
Patient and customer-focused attitude