Role Overview
The Collections Representative is responsible for recovering overdue loans through planned interactions and scripted processes. You will provide frontline support and build strong relationships with Fido clients to ensure timely loan repayments while meeting set targets.
This role supports the company’s key performance targets and client relations strategy by working collaboratively under the guidance of team leaders or associate managers. You will proactively manage the client loan repayment journey and provide solutions to improve collections.
Key Responsibilities / Accountabilities
- Achieve assigned recovery amount targets, recovery rates, and client interaction targets.
- Document all customer feedback in line with department guidelines.
- Resolve issues within individual limits and escalate when necessary.
- Contribute to a supportive team culture and share best practices.
- Support emergency response situations to mitigate impact on clients and business.
- Ensure professional communication in line with Fido’s brand values.
- Report all accidents, near-misses, and work-related health conditions to supervisors.
- Comply with all recovery policies and efficiently use available resources and tools.
- Assist in developing debt collection strategies aligned with departmental plans.
- Ensure strict adherence to data privacy policies and guidelines.
- Undertake any other duties or ad hoc responsibilities as directed.
Qualifications & Skills
- Diploma or Degree in Business Administration, Banking & Finance, Marketing, or related field is an advantage.
- Minimum of 1 year experience in debt recovery, customer service, sales, or client-facing roles.
- Experience working with targets or KPIs preferred.
- Familiarity with loan products or financial services is a plus.
- Strong communication, negotiation, and interpersonal skills.
- Ability to manage difficult conversations with empathy and professionalism.
- Basic proficiency in Microsoft Office (Excel, Word) and CRM/customer management tools.
- Fluency in English; knowledge of local languages is advantageous.
- Strong organizational and time-management skills.
- Ability to work independently and collaboratively as part of a team.
Salary
Competitive
Monthly based
Location
Accra, Greater Accra Region, Ghana
Accra, Greater Accra Region, Ghana