Team Lead - Field Recovery (TL-FR)

FairMoney is a pioneering mobile banking institution specializing in extending credit to emerging markets. Established in 2017, the company currently operates primarily in Nigeria and has secured nearly €50 million in funding from renowned global investors, including Tiger Global, DST, and Flourish Ventures.

In alignment with its vision, FairMoney is actively constructing the foremost mobile banking platform and point-of-sale (POS) solution tailored for emerging markets. The journey began with the introduction of a digital microcredit application exclusively available on Android and iOS devices. Today, FairMoney has significantly expanded its range of services, encompassing a comprehensive suite of financial products, including current accounts, savings accounts, debit cards, and state-of-the-art point-of-sale (POS) solutions designed to meet the needs of both merchants and agents.

FairMoney thrives on its diverse workforce, bringing together talent from over 27 nationalities. This multicultural team drives the company’s mission of reshaping financial services for underserved communities.

To gain deeper insights into FairMoney’s pivotal role in reshaping Africa’s financial landscape, we invite you to watch an informative video.

Role Summary

The Team Lead, Field Recovery is responsible for supervising, coaching, and driving the performance of Field Collections Agents to achieve recovery targets, maintain high productivity, and effectively manage portfolio roll rates across DPD buckets.

Key Responsibilities

• Supervise and coach Field Collections Agents to achieve daily activity, recovery, and contact targets.
• Drive team performance against recovery, PTP conversion, and roll rate reduction objectives.
• Monitor portfolio performance and ensure effective management across delinquency buckets.
• Conduct regular reviews of team activities, field reports, and recovery outcomes.
• Ensure the team accurately, completely, and timely reports all recovery activities in the collections management system.
• Handle escalations from customers and team members.
• Monitor field execution (visits, follow-ups, skip tracing) to ensure adherence to standards.
• Support the training and development of collectors.
• Investigate account histories to support recovery strategies.
• Collaborate with stakeholders to resolve complex or high-risk cases.

Requirements:
• Bachelor’s degree in a relevant field.
• 3+ years of experience in collections/field recovery, with at least 1 year in a supervisory role.
• Strong understanding of delinquency management and roll rates.
• Proven experience managing and motivating field teams.
• Strong negotiation, communication, and conflict resolution skills.
• Proficiency in Microsoft Excel; familiarity with reporting tools is an advantage.
• Ability to analyze data and drive performance improvements.

Benefits:
• Private Health Insurance.
• Pension Plan.
• Training & Development.
• Performance Bonus.

Recruitment Process

• A screening call with the Senior Recruiter ~30 minutes.
• Technical interview with the Hiring Manager ~30 minutes.