Servicing And Collections Associate

Summary

Join Branch International as a Servicing and Collections Associate and contribute to our mission of providing world-class financial services. This role focuses on managing customer accounts, processing payments, and recovering outstanding debts. You will be responsible for contacting debtors, negotiating payment plans, resolving disputes, and updating account information. The ideal candidate possesses 1-2 years of experience in a related field, strong communication skills, and proficiency in loan servicing software. Branch offers a competitive salary, equity, comprehensive benefits including fully paid health insurance, generous paid time off, parental leave, and professional development opportunities, all within a remote-first, collaborative work environment.

Requirements

• A diploma or equivalent required or a Bachelor’s degree in Finance, Business Administration, or a related field is a plus
• Minimum of 1-2 years of experience in loan servicing, collections, customer service, or a related field
• Strong communication and interpersonal skills
• Proficiency in using loan servicing and collections software
• Excellent organizational and time management skills
• Ability to handle sensitive information with confidentiality and professionalism
• Problem-solving skills and the ability to handle difficult conversations with customers

Responsibilities

• Keep track of assigned accounts to identify outstanding debts
• Plan a course of action to recover outstanding payments
• Follow up with debtors through telephone calls to pay the outstanding debt
• Negotiate payoff deadlines, set payment plans, clearing of the arrears, and thereafter regular payments as per the original installment period
• Handle questions and complaints professionally and promptly
• Investigate and resolve disputes efficiently
• Create trust relationships and good rapport with debtors, to avoid future issues
• Update account status and database correctly after/during the call
• Reduce the Delinquent debts in arrears by at least 80% if not 100%
• Ensure that debts in arrears are recovered and properly graded in line with CBK prudential guidelines

Benefits

• Mission-driven, fast-paced, and entrepreneurial environment
• Competitive salary and equity package
• A collaborative and flat company culture
• Where we work: Remote first, with the option to work in-person occasionally or when required
• Fully paid health insurance benefit
• Work-life balance is not a myth, make use of our 28 days of paid vacation days, 30 days of sick leave, and bereavement leave
• Fully paid parental leave - 6 months maternity leave and 3 months paternity leave
• Company-matched pension benefit
• Monthly WFH stipend alongside a one-time home office set-up budget
• Annual professional development budget
• Other benefits include; team meals, virtual social events, and in-person meet-ups
• Discretionary trips to our offices across the globe, with global travel medical insurance
• Opportunity to work and interact with a global team