Expires 4 days from now
Collections Admin Clerk: Debit Orders & Payment Analytics
contract
Windhoek,
Khomas Region,
Namibia
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Job Summary
To support the effective monitoring, administration, and recovery of overdue accounts by tracking debit order collection outcomes, investigating failed collections, maintaining accurate customer banking and collection records, contacting customers through approved communication channels, negotiating payment arrangements, and supporting the Supervisor with payment analytics, reporting, reconciliation follow-ups, and collection performance improvement initiatives. The incumbent will also perform any additional daily tasks as directed by the departmental Manager.
Job Details
Knowledge, Experience and Skills Required
- Monitor daily debit order collection activity and ensure collection outcomes are tracked accurately within required timelines.
- Contact overdue customers through approved channels, including telephone, SMS, and written communication, to recover outstanding loan payments.
- Monitor debit order success, unpaid, and failure rates, and escalate unusual trends, exceptions, or processing anomalies promptly.
- Investigate failed collections, identify the underlying reasons for failure, and recommend corrective actions to resolve them.
- Negotiate and conclude payment arrangements or restructuring agreements within approved mandates and follow up to ensure customer adherence.
- Identify accounts at risk of roll-over into higher PAR buckets and escalate timeously for appropriate action.
- Update and maintain customer records to ensure banking details, debit order information, customer interactions, payment promises, and collection outcomes remain accurate and complete.
- Accurately and timeously update all customer interactions, payment promises, follow-up actions, and outcomes in relevant collections systems, including CollectSmart where applicable.
- Assist with preparing daily, weekly, and monthly collection reports, dashboards, activity updates, and performance summaries for management review.
- Liaise with customer service, recoveries, branches, and other relevant teams to resolve debit order, overdue account, and customer query issues.
- Maintain proper records, audit trails, and supporting documentation for debit order monitoring, recoveries, exception handling, and reporting activities.
- Ensure adherence to departmental procedures, call scripts, internal policies, operational controls, data privacy requirements, Bank of Namibia consumer protection directives, and applicable regulatory requirements.
- Provide back-up and administrative support to the Supervisor as required.
Requirements
- Grade 12 certificate with 25 points and above.
- Diploma/Degree in Business Administration, Finance, Accounting, Informatics, ICT, Data Analytics, or a related field.
- Minimum of 1 - 3 years’ experience in collections, recoveries, customer service, banking operations, payments, settlements, reconciliations, or a related financial services environment.
- Proven exposure to both collections/recoveries activities and debit order monitoring, payment systems, collections platforms, or collections administration.
- Experience with collections systems such as CollectSmart, and debit order platforms such as ENDO, RealPay and FINTEQ, or similar systems will be an added advantage.
- Good understanding of loan collections, recoveries, overdue account management, PAR/NPL reduction, payment arrangements, restructuring processes, and follow-up discipline.
- Demonstrated ability to work with data analytics or business intelligence tools, including Advanced Excel and/or Power BI.
- Computer literacy, with the ability to extract, validate, summarize, and interpret operational and collections data.
- Good customer engagement, negotiation, objection-handling, dispute-resolution, and complaint-handling skills.
About Company
Letshego Financial Services Namibia
Letshego is a Setswana term meaning ‘support’. At Letshego we provide financial support to our customers. Our new brand mark is a stronger, bolder and more modern depiction of the Letshego tripod.