Job Responsibilities

• Initiate engaging and structured outreach calls to Participants with overdue accounts, ensuring communication adheres to all relevant legal guidelines, and encourage discussion of options for settling outstanding balances.
• Review and enter data in the system, ensuring compliance to SOPs and accuracy of the information, and record all contact results or dispositions, as well as document any relevant notes about the contact in the relevant system.
• Respond to general account inquiries from Participants via phone or email.
• Actively explore with Participants’ options to establish a secure, amicable and fair agreement for repayment.
• Performs various skip tracing techniques to locate right parties to negotiate payment arrangements.
• Prepare and initiate distribution of repayment letters to Participants.
• Support Participants with general questions about the TLP WebPortal and support with registration when needed.
• Demonstrate an in-depth understanding of applicable SOPs, related systems and databases, and IOM Standards of Conduct. Maintain and ensure the confidentiality and integrity of all relevant paperwork in line with SOPs, Standards of Conduct, and relevant data protection rules.
• Uphold RMM Protection Mainstreaming Minimum Standards while carrying out all duties and responsibilities and demonstrate the ability to remain professional, impartial and unbiased during all interactions with participants and colleagues per the IOM Standards of Conduct and instruction on the prevention of sexual exploitation and abuse (PSEA). Alert the supervisor or management to any safeguarding or protection concerns, as well as any non-compliance to SOPs, programmatic legal requirements or codes of conduct by IOM staff or partners.
• Perform such other duties as may be assigned.