Collections Lead

About Fido

Fido is transforming finance across Africa by leveraging advanced technology, data science, and automation to create smarter, more accessible financial services. The company’s mission is to empower individuals by simplifying finance and giving them the confidence to manage their financial futures effectively.

Role Overview

The Collections Lead role involves overseeing the recovery of overdue loans by engaging with clients through structured communications and established processes. This position focuses on client relationship building, guiding customers towards timely repayment, and achieving targeted collection performance. Collaboration with department leadership is key to strategizing effective recovery efforts and fostering a proactive environment where agents take ownership of the repayment process, contributing to improved loan recovery outcomes.

Key Responsibilities

• Handle large volumes of incoming and outgoing calls with professionalism and efficiency.
• Conduct phone interviews to evaluate clients’ financial situations and repayment willingness.
• Strictly adhere to approved communication scripts and procedures in various client scenarios.
• Manage challenging interactions with dissatisfied clients by providing empathetic support and resolution.
• Address client inquiries and complaints promptly and accurately.
• Negotiate partial payments, installment plans, and arrangements compliant with company policy.
• Implement skip tracing techniques to locate clients and verify repayment commitments.
• Assess client needs, investigate their circumstances, and deliver solutions aligned with company policies.
• Establish long-term client relationships to encourage fulfillment of financial obligations.
• Maintain detailed, accurate records of all client interactions within Fido’s collections system.
• Ensure full compliance with relevant consumer protection laws and internal policies in all collection activities.
• Prepare precise reports and performance metrics as required by management.
• Achieve established qualitative and quantitative individual targets.
• Assist clients with product troubleshooting and promote self-service options where relevant.
• Collaborate with department heads and supervisors in developing and implementing loan recovery strategies.
• Proactively manage the client repayment journey and seek opportunities to enhance collection results.
• Perform additional duties as assigned.

Qualifications and Experience

• Diploma or bachelor's degree in Business Administration, Banking & Finance, Marketing, or related fields.
• Minimum of three years’ experience in debt recovery, customer service, sales, or other client-facing roles.
• Understanding of loan products or financial services is advantageous.
• Strong skills in communication, negotiation, and interpersonal relations.
• Capability to handle difficult conversations with professionalism and empathy.
• Working knowledge of Microsoft Office (Excel, Word) and customer relationship management (CRM) systems.
• Fluency in English; familiarity with local languages is beneficial.
• Excellent organizational and time-management skills.
• Able to work independently and collaboratively within a team environment.

Benefits and Perks

• Opportunity to join a rapidly expanding fintech organization.
• Competitive salary and a comprehensive benefits package.
• Access to innovative tools and advanced technologies.
• A supportive, collaborative, and creative workplace culture.
• Potential for professional growth and career advancement.