Field Collections Officer

This is a fully remote position, open to applicants in India.

📋 Description

• Oversee and manage a designated customer portfolio, ensuring prompt repayments and minimal delinquency.

• Perform regular visits and follow-ups with customers who have overdue accounts.

• Negotiate and establish repayment plans with customers in default, ensuring all commitments are documented and monitored.

• Initiate loan restructuring processes to accommodate the repayment capacity of customers.

• Identify potential new customers and facilitate ownership transfer when necessary.

• Offer basic technical support to customers, including troubleshooting product issues and escalating unresolved problems to the Technical/Service team.

• Keep precise and updated records of customer interactions, repayment statuses, and follow-up actions.

• Educate customers regarding their repayment responsibilities, product usage, and available support options.

• As a last resort, initiate the repossession of company products for customers unwilling to repay loans, in accordance with policy.

• Identify and escalate high-risk or fraudulent cases to the Collections Supervisor.

• Collaborate with Sales, Customer Care, and Credit teams to address customer concerns that may impact repayment.

• Monitor repayment trends within the assigned portfolio and provide insights on portfolio quality.

• Meet monthly collections and recovery targets as established by management.

• Track key performance indicators (KPIs) including winbacks, winback percentage, tokens per winback, and cash collections (LCY).

⛳️ Requirements

• Diploma or Degree in Business, Finance, Accounting, Banking, or a related field.

• A minimum of 1–2 years of experience in collections, credit management, microfinance, or field operations.

• Strong skills in negotiation and conflict resolution.

• Ability to work independently and meet deadlines in a high-pressure environment.

• Knowledge of the local language(s) and communities within the assigned territory.

• Basic computer skills (MS Office, mobile applications, data entry systems).

• Technical aptitude and the ability to troubleshoot basic product issues.

• A valid driver’s license or motorbike riding permit is a valuable asset.

🏝️ Benefits

• Commission-based role.