Collections Supervisor

Role Overview

Collections Supervisor at Ebra. This role manages outbound and inbound customer communications related to overdue payments, ensuring timely collections while maintaining high standards of customer service and compliance.

Role Purpose

To oversee and execute collections activities, managing customer interactions on overdue accounts, negotiating payment arrangements, and meeting collection targets while upholding service standards and regulatory requirements.

Key Responsibilities

Customer Communications

• Contact customers via phone, email, or approved channels regarding overdue accounts.
• Explain outstanding balances, payment terms, and available repayment options clearly.
• Negotiate payment arrangements.
• Handle customer inquiries, complaints, and escalations professionally.

Compliance & Data Management

• Follow approved scripts, compliance guidelines, and collection procedures.
• Update customer records accurately in the system after each interaction.
• Maintain confidentiality and data privacy at all times.

Performance & Escalation

• Achieve assigned collection targets and service KPIs.
• Escalate high-risk or complex cases to the supervisor when required.

Qualifications & Experience

• Maximum of 3 years of experience.