About this role
Responsibilities
- Contact delinquent customers via phone, SMS, email, and other channels to collect outstanding dues.
- Negotiate payment plans, settlements, or rescheduling agreements in line with policy guidelines.
- Update collection system records with accurate call notes, payment promises, and outcomes.
- Follow up with customers on broken promises and non-responses.
- Identify reasons for non-payment and propose tailored solutions to encourage recovery.
- Escalate high-risk, non-responsive, or disputed cases to the Collection Supervisor.
- Maintain professionalism, empathy, and compliance during all customer interactions.
- Adhere to collection scripts, call handling procedures, and regulatory communication standards.
- Monitor own performance against daily, weekly, and monthly recovery targets.
- Coordinate with internal teams (Legal, Customer Service) to resolve account issues or complaints.
- Participate in regular training sessions to enhance communication and negotiation skills.
- Flag potential fraud, deceased cases, or legal concerns for further review.
- Support reporting by logging activity data and follow-ups.
- Suggest process improvements based on recurring customer feedback or system gaps.
- Manage high-volume call queues effectively to optimize coverage.
- Contribute to a positive and performance-oriented team environment.
Qualifications
- Bachelor’s degree in finance, Accounting, Business Administration, or Law.
- Specialized training in debt recovery, negotiation, or legal recovery is an advantage.
- From 0 to 2 years of experience in collections or recovery in financial services
- Experience with external agencies and legal recovery cases
- Proven track record of achieving collection and NPL reduction targets.
- Strategic collections planning and execution
- Negotiation, conflict resolution, and customer communication
- Familiarity with legal and regulatory frameworks in collections
- Analytical mindset and data-driven decision making
- Strong leadership and performance management
- Process improvement and automation focus
Beltone Holding is a leading pan-African group headquartered in Egypt, with operations spanning eight countries across North and Sub-Saharan Africa. Empowering growth across every market it serves, Beltone offers a diversified and integrated platform of businesses including leasing and factoring, mortgage finance, consumer finance, MSMEs, microfinance, asset management, securities brokerage, investment banking, private equity, venture capital, data science and AI solutions, as well as HR consultancy, recruitment, talent management, and tailored learning and development programs. Through its digital-led platform, the group provides savings services, and mobile payment solutions, reinforcing its commitment to financial inclusion and sustainable growth across the African continent.
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