A Call Centre Recovery Call Officer in a typically works within the collections or customer service departments of organizations, primarily focusing on recovering outstanding debts or managing delinquent accounts. The job description for this role involves a variety of tasks centered around communication, negotiation, and problem-solving.

Key Responsibilities:

Debt Collection and Recovery:

• Contacting customers to remind them of overdue payments.
• Negotiating payment plans, settlements, or extensions with customers.
• Ensuring the timely recovery of funds while maintaining a positive customer experience.
• Handling collections of both small and large amounts.

Customer Communication:

• Answering calls and responding to customer inquiries related to account status, payments, and balances.
• Using clear and empathetic communication to explain terms, conditions, and payment options.
• Sending follow-up emails or letters to ensure customers are aware of their payment obligations.

Problem Resolution:

• Identifying and resolving disputes related to outstanding balances, billing errors, or payment processing.
• Escalating unresolved or complex issues to senior management or the appropriate department.

Account Management:

• Maintaining accurate records of customer interactions, payment schedules, and follow-ups.
• Updating account information in the CRM or relevant systems.
• Monitoring accounts for any changes in payment behavior or status.

Reporting and Documentation:

• Generating reports on recovery progress, including amounts recovered, accounts overdue, and payment histories.
• Providing feedback to management about recurring customer issues or challenges in recovery efforts.

Compliance and Policies:

• Ensuring compliance with legal and company policies while attempting to recover debts.
• Staying informed about relevant laws, regulations, and best practices for debt recovery.

Customer Retention:

• Maintaining a customer-friendly approach to ensure the retention of customers while resolving financial issues.
• Offering solutions or alternatives that are beneficial for both the customer and the company.

Skills and Qualifications:

• Communication Skills: Ability to communicate clearly and persuasively over the phone, by email, or in person.
• Negotiation Skills: Proficiency in negotiating payment plans and settlements with customers.
• Problem-Solving Abilities: Ability to identify issues quickly and offer effective solutions.
• Time Management: Effectively managing a large number of accounts and maintaining appropriate follow-up schedules.
• Attention to Detail: Accuracy in documenting customer interactions and processing payments.
• Knowledge of Financial Products: Understanding of credit, loans, and payment processing systems.

Education and Experience:

• Educational Requirements: Minimum Graduation. A degree in business, finance, or a related field can be an advantage.
• Experience: Prior experience in customer service, collections, or financial services in Real Estate is preferred.
• Technical Skills: Familiarity with CRM software, collections tools, and other call Centre technologies.

Key Performance Indicators (KPIs):

• Debt Recovery Rate: Percentage of debts successfully recovered.
• Customer Satisfaction: Maintaining positive relationships with customers during the recovery process.
• Call Handling Time: Efficiency in managing calls while ensuring thorough service.
• Follow-up Rate: Ensuring timely follow-up actions on outstanding cases.