Repayment Associate at Chancen International

 ISA Recovery Management

• Maintaining an up-to-date tracker that details when students are expected to attend a pre-graduation and start paying their ISA.
• Liaise with the Member Affairs & Compliance Manager to ensure that all pre-planning activities are completed well before the pre-graduation meetings.
• Ensure that all data collected during and after the pre-graduation meetings is captured in the tracker and the CBS system.

Portfolio Management

• Use various communication channels to trace and establish contact with Chancen Members to send repayment reminders and receipts.
• Manage an accurate portfolio database of all the Chancen Members assigned for internal and external reporting purposes.
• Maintain updated records of all demographics, collection audit trail, and payment data of the Chancen Members in assigned portfolio on Salesforce and CBS system
• Ensure that all collection processes and efforts undertaken are in line with relevant company policies and the National Credit Act.
• Escalating Severe Cases: Identifying high-risk ISAs and escalating cases that are not resolved through standard collection methods.
• Coordinating with legal teams or external collection agencies to pursue further actions if necessary (e.g., legal proceedings).

Reporting & Analytics

• Submitting and presenting weekly, monthly, and quarterly reports on portfolio performance.
• Presenting strategies that can support you in maintaining a Portfolio at Risk of 2% or less.
• Escalate cases of severe default to the Repayments Manager.

Customer Service:

• Providing members with clear and accurate information regarding their ISA, including outstanding balances, repayment options, and consequences of non-payment.
• Addressing concerns and disputes raised by members in a professional and empathetic manner.

Compliance

• Ensuring that all collection activities comply with relevant laws and regulations (e.g., Fair Debt Collection Practices , CRB Act, local financial regulations).
• Following internal policies and procedures related to collections, payment processing, and reporting.

Educational Qualifications

• Minimum Diploma in Business Management/Finance or similar relevant field.

Technical Skills, Competencies, and Experience

• 2+ years of work experience in Microfinance or SACCO
• Excellent communication skills
• Time management and organization skills.
• Analytical and numerical skills
• Negotiation and influencing skills
• Problem-solving skills
• Customer handling techniques
• Excellent report writing skills.
• The ability to plan and meet deadlines
• Patience and resilience