Recovery Representative at Fido

About The Job
There are 2 billion adults worldwide who don’t have a bank account. That’s close to 40% of the world’s adult population. 350 million of them live in Sub-Saharan Africa. They are hardworking, young, connected adults that lack access to the traditional banking system. Fido is changing that. We are empowering individuals and entrepreneurs to take advantage of opportunities in Africa.
The latest innovation from Fido called Fido Score will shift power back to the people by empowering them to build and maintain a digital financial track record.
We build consumer products powered by a magical cocktail of real-time mission-critical machine-learning models, behavioral psychology, and financial engineering. We promote meritocracy, act quickly, commit, and worship data.
Ready for your next career move?
Are you sharp, motivated, and purpose-driven? We are looking for you.
Join us in our mission to make financial services accessible in Africa.
Role Description (purpose):

• The role of the Recovery Agent is to recover overdue loans through planned interactions and scripted processes . 
• The recovery agent provides front line support and builds relationships with Fido clients to repay loan instalments while achieving the set targets.
• This role is key in supporting the delivery of the company key performance targets and the client relations strategy by working collaboratively with other recovery agents/officers under the supervision of a team leader or an associate manager while working to schedule, deliver financial targets and provide an exceptional client experience.
• Work with the head of department though the team leaders and managers on the creation and delivery of the recovery strategy, creating an environment where the agent can take proactive ownership of the client loan repayment journey, and provide solutions in order to improve loan repayments collections.

Accountabilities:

• Responsible for achieving the assigned recovery amount target and or recovery rate
• Responsible for achieving the assigned clients interaction target;
• Responsible for achieving the assigned all other recovery metrics as assigned by the team leader or manager or head of department
• Responsible for documenting all customer feedback in line with department guidelines or as advised by the team leader or manager.

Other duties:

• Resolving issues within individual limit at the first point of contact and escalating customers issue via appropriate channels
• Contribute to a supportive team culture, working collaboratively with the rest of the business to share best practice and learnings.
• To support unexpected crisis/ emergency response situations to ensure the impact on clients and the business is mitigated as much as possible to assist a successful recovery
• Ensure written and verbal communication with colleagues is professional and in line with brand value