Jobs at Finley International Limited

Jobs at Finley International Limited. Finley International is a Commercial Debt Collection Agency based in Nairobi, Kenya. FIL has a combined total of over 20 years of hands-on debt collection experience through its key staff and management personnel, and directors.

Finley International Limited Careers

Centre Agent
Customer Service Executive

Call Center Officer – Debt Collection

Jobs at Finley International Limited

Job Purpose: To ensure timely collection of outstanding debts as per agreed terms and limits

Key Responsibilities

Perform various duties on assigned accounts such as recording, verification and validation of customer’s details as received from clients.
Advise customer on ways of clearing their debts while communicating with them on the importance of paying their debts and consequences of non-payment.
Act as a mediator for disputes between customers and principals/Clients
Locate and notify customers on defaulted accounts by mail, telephone, or scheduled visits in order to ask for payments
Deliberate with customers by telephone or in-person to determine reasons for overdue payments and to review the credit terms for easier settlement of debts.
Initiate the clearance process on cleared debts once you receive payment proof and have the same uploaded by the relevant department.
Provide customers with their correct account details e.g. balances, account numbers etc.
Maintaining data integrity and keep customer details confidential.
Attend to customers during scheduled/unscheduled meetings.
Record information about the financial status of customers and status of collection efforts in the company’s system.
Respond to all correspondences e.g. e-mail, telephone, postal mail.
Organize, manage and implement the most suitable debt recovery method and techniques.
Negotiate credit extensions if and when required.
Preparation of reports as required.

Qualifications

Possession of a Diploma in any field from a recognized institution with at least 1-2 years’ experience in Collection/Credit or Sales and Marketing environment (Diploma (Banking/Credit management background will have an added advantage)
Strong analytical power, good problem-solving skills and ability to work under immense pressure.
Good communication and interpersonal skills to manage stakeholders.
Fluency in both spoken and written English is a must.
Computer literate & English proficiency.

If you are interested, send your resume/cv to careers@finleyltd.com

Customer Service Executive

Jobs at Finley International Limited

Basic Purpose:

To handle all Customer Care interactions by providing consistent standards of service to Client and ensuring customer satisfaction.
To respond to all customer contacts by identifying, communicating and meeting customer needs, recording and resolving queries, in accordance with the pre-defined standards and measures, working within a team that is focused on providing quality service.
Operates under general supervision.

Main Responsibilities and Duties:

Develop positive relationships with customers and co-workers

Participate as an active member of the Customer Care team
Communicate in a positive, professional style
Take care of company equipment and tools
Take responsibility for resolving customer queries
Ensure security and confidentiality of information
Be knowledgeable on all company & client related information

Handle and resolve a range of customer contacts

Prepare to respond to customer contact within defined time-limits
Acknowledge Customers and greet using the standard corporate greeting
Elicit and verify information from customers (if applicable)
Escalate service request
Provide requested service
Provide Information and/or educate customer

Record a range of customer contacts

Record and capture customer details accurately
Effectively retrieve information using appropriate systems
Correctly classify all reasons for contacts

Meet performance standards

Know and understand Customer Care Performance Standards and individual targets
Initiate the clearance process on cleared debts once you receive payment proof and have the same shared to relevant clients.
Provide customers with their correct account details e.g. loan balance and account numbers.
Maintaining data integrity and keep customer details confidential.
Responding to all customer correspondences via e-mail, telephone and postal mail.
Attend daily briefing sessions with team
Document, analyze and interpret daily individual reports
Provide daily feedback on performance in relation to pre-defined standards and measures
Adhere to Customer Care (Outbound) schedule and professional attitude

Escalate complex cases and liaises with The Team Leader to resolve customer queries and meet their expectations.

Additional Duties and Responsibilities:

Make the Call Center customer centric.

Provide feedback and suggestions
Participate in Team activities

Promote clear and effective high performance culture and values.

Promote high performance culture.
Promote customer centric culture.
Promote culture of openness and transparency

Essential Knowledge:

Good functional knowledge of most product lines. Good working knowledge of office procedures and general customer service standards.
General to good knowledge; frequent use and application of technical standards principles, theories, concepts and techniques.

Competencies:

Customer oriented
Strong analytical skills and problem solving skills
Strong negotiation skills
High personal standards and goal oriented
Excellent interpersonal skills
Excellent and effective communications skills; both orally and in writing, eloquent
Excellent organizational skills
Easy adaptability to change
Young spirited; energetic and enthusiastic
Team Player
Works well under pressure

Qualifications: