In House Retention Supervisor

As Regional Retention Supervisor, you will be responsible for all the collection programs, delinquency management and efforts for d.light Kenya aimed at reducing the delinquency numbers for the business from the regional offices. The job holder will be responsible for the direction and coordination of the delinquency management functions which will include pending work orders analysis, data analysis & reporting, collections and delinquency reporting.

Responsibilities

Regional delinquency monitoring, data analysis and Monitor and improve processes and procedures aimed at reducing delinquency numbers.
· Timely compilation and submission of daily, weekly, monthly & quarterly reports submitted to the Credit Risk Manager and other Senior Management officials. Report and monitor all risks associated with credit risk and keep an updated credit risk register.
· Derive analysis for delinquent accounts forecasting and reporting with recommendations for resolution.
·Liaison between head office, regional offices, service centers and field staff.
· Ensure availability of the in-house retention agents
· Focus on coaching, sales and collection efforts to drive uptake of products and customer knowledge
· In partnership with retention, come up with standa achieved
· Plan and optimise resources needed to meet company defined service standard · Conduct Real-time monitoring on a continuous basis and coaching of staff ·
Provide hands-on support and guidance to the teams ensuring they deliver the required customer experience, quality of service and campaign targe

Job Requirements
Required education
: Bachelor's degree

Required relevant work experience
: 5 years

Required languages:
English (Spoken: fluent | Written: fluent)
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