Branch Overview

Branch delivers world-class financial services to the mobile generation. With offices in the United States, Nigeria, Kenya, Tanzania, and India. Branch is a for-profit socially conscious company that uses the power of data science to reduce the cost of delivering financial services in emerging markets. We believe that everyone everywhere deserves fair financial access. The rapid spread of smartphones presents an opportunity for the world’s emerging middle class to access banking options and achieve financial flexibility. 

Branch’s mission-driven team is led by the founder and former CEO of Kiva.org. The company presents a rich opportunity for our team members to drive meaningful growth in rapidly evolving and changing markets. Most recently, Branch announced our Series C and has garnered more than $100M in funding with investments from leading Silicon Valley firms.

We value diversity and are committed to providing an inclusive working environment where human beings of all backgrounds can thrive. 

Job Overview

Reporting to the Servicing & Collections Lead, you will join a team dedicated to engaging with active borrowers, ensuring they fully understand their loan terms, adhere to payment schedules, and experience exceptional customer service. Communication with borrowers is primarily conducted through in-app messaging, SMS, emails, and phone calls.

Job Description:

• Conduct proactive outreach to delinquent customers to facilitate the recovery of outstanding balances.
• Issue timely reminders to customers with overdue payments to encourage prompt repayment.
• Manage and respond to customer inquiries related to repayment and collections, ensuring clear and professional communication.
• Address escalations from internal stakeholders and external debt collection agencies focusing on swift resolution.
• Ensure strict adherence to Branch’s standards and guidelines in all debt collection activities conducted by external agencies.
• Analyze collections and repayment behavior trends to identify patterns and potential areas for improvement.
• Manage the process of listing defaulting customers with the Credit Reference Bureau (CRB) and handle requests for CRB clearance.
• Evaluate the effectiveness of servicing and collection efforts, providing insights and recommendations for process optimization.

Qualification and Experience:

• Business, Statistics, Computer Science Degree or their equivalent
• Good command of MS Excel. You must be able to use Excel to summarize, report and present data findings
• Excellent written and oral communication skills
• Excellent negotiation skills
• Ability to identify a problem, generate hypotheses, and use data to provide solutions
• Highly entrepreneurial, comfortable with start-ups, ambiguity, and taking the initiative
• Excellent collaborator and team player