A. Financial Literacy (35%)

● Conduct in-person financial literacy sessions (Early Warnings) with clients and their families to promote responsible borrowing, budgeting, and repayment discipline.

● Develop and implement customer education programs to improve understanding of loan terms, repayment obligations, and long-term financial planning.

● Conduct targeted financial literacy campaigns for high-risk borrowers, newly disbursed customers, and repeat delinquents to improve repayment behavior.

● Design and deliver educational content through various channels — such as videos, infographics, WhatsApp modules, community sessions, and webinars — in coordination with the content or marketing team.

● Identify early signs of repayment stress and provide practical guidance or restructuring suggestions to help clients manage their financial commitments.

● Collaborate with Product, Credit, and Sales teams to integrate financial literacy insights into lending policies and customer engagement strategies.

● Build rapport and maintain strong communication with clients to ensure understanding and cooperation.

B. Collections Execution & Customer Follow-up (35%)

● Execute the end-to-end collection process, ensuring timely repayment and ethical recovery practices in line with company standards and regulatory guidelines.

● Conduct field visits to customers for repayment follow-ups, settlement discussions, and resolution of overdue accounts.

● Implement differentiated collection flows (soft, hard, and legal) while maintaining empathy, professionalism, and compliance.

● Coordinate with clients, their spouses, or guarantors (e.g., parents) to facilitate repayment and ensure cooperation.

● Build and maintain strong relationships with customers through consistent communication and problem-solving to encourage repayment.

● Use and optimize technology tools (dialers, CRMs, auto-reminders, WhatsApp bots, payment links, etc.) to enhance collection efficiency.

● Identify early delinquency triggers (missed payments, partial repayments, call logs, feedback) and initiate proactive interventions such as reminders or financial counseling.

● Suggest and implement customer-specific repayment plans or settlement options for clients facing repayment challenges.

● Escalate unresponsive or non-cooperative customers to management and support follow-up actions as needed.

C. Reporting & Administrative Tasks (30%)

● Maintain accurate collection and field visit reports which includes customer profiles, visit outcomes, repayment commitments, risk observations and any follow-up actions required.and ensuring proper documentation in the system.

● Develop and update weekly/monthly dashboards integrating data from both financial literacy initiatives and collection operations. Track trends in customer education reach and repayment patterns to identify emerging risks, behavioral insights, and areas for strategic intervention.

● Analyze performance metrics — such as 1+/30+/60+/90+/ … / WO DPD, roll rates, promise-to-pay adherence, and recovery rate — to identify areas for continuous improvement.

● Track and report program outcomes through key metrics such as improvement in on-time repayment, reduction in re-default rate, and engagement rate.