Key Responsibilities

Responsibilities and Accountabilities

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.

Overcome and rebuttal Participants’ stalls and objections and suggests financial sources for debt payment to secure an 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.

Required Qualifications

Education

• University Degree from an accredited academic institution, with at least three years of relevant professional experience, or
• Completed high school diploma from an accredited academic institution, with at least five years of relevant professional experience.

Accredited Universities are those listed in the UNESCO World Higher Education Database.

Experience

• Working experience in office management/ Accounting/Bookkeeping
• Working experience in billing and collections is an advantage
• Working experience in USRAP Travel Loan Program a distinctive advantage

Skills

• Fair Debt Collection Practices Act (FDCPA) (strong advantageous)
• MS Office Words, Excel, (required)
• Strong verbal communication skills and ability to effectively persuade and influence without authority.
• Highly motivated with strong interest in humanitarian dynamics and energetic with resilience to manage work pressure.

Languages

• Fluency in English is required (oral and written).
• Additionally, fluency in Rohingya is required.

IOM’s official languages are English, French and Spanish.

Proficiency of language(s) required will be specifically evaluated during the selection process, which may include written and/or oral assessments.

Required Competencies

IOM’s competency framework can be found at this link. Competencies will be assessed during the selection process.

Values – all IOM staff members must abide by and demonstrate these three values:

• Inclusion and respect for diversity: Respects and promotes individual and cultural differences. Encourages diversity and inclusion.
• Integrity and transparency: Maintains high ethical standards and acts in a manner consistent with organizational principles/rules and standards of conduct.
• Professionalism: Demonstrates ability to work in a composed, competent and committed manner and exercises careful judgment in meeting day-to-day challenges.
• Courage: Demonstrates willingness to take a stand on issues of importance.
• Empathy: Shows compassion for others, makes people feel safe, respected and fairly treated.

Core Competencies – Behavioural indicators (Level 1)

• Teamwork: Develops and promotes effective collaboration within and across units to achieve shared goals and optimize results.
• Delivering results: Produces and delivers quality results in a service-oriented and timely manner. Is action oriented and committed to achieving agreed outcomes.
• Managing and sharing knowledge: Continuously seeks to learn, share knowledge and innovate.
• Accountability: Takes ownership for achieving the Organization’s priorities and assumes responsibility for own actions and delegated work.
• Communication: Encourages and contributes to clear and open communication. Explains complex matters in an informative, inspiring and motivational way.

Notes

1. Any offer made to the candidate in relation to this vacancy notice is subject to funding confirmation.
2. This selection process may be used to staff similar positions in various duty stations. Recommended candidates will remain eligible to be appointed in a similar position for a period of 24 months.
3. This post is subject to local recruitment. Only those holding a valid residence and work permit for the country where this position is based will be eligible for consideration.
4. Appointment will be subject to certification that the candidate is medically fit for appointment, verification of residency, visa, and authorizations by the concerned Government, where applicable.
5. IOM has a zero-tolerance policy on conduct that is incompatible with the aims and objectives of the United Nations and IOM, including sexual exploitation and abuse, sexual harassment, abuse of authority and discrimination based on gender, nationality, age, race, sexual orientation, religious or ethnic background or disabilities.
6. IOM does not charge a fee at any stage of its recruitment process (application, interview, processing, training or other fee). IOM does not request any information related to bank accounts.
7. IOM only accepts duly completed applications submitted through the IOM online recruitment system. The online tool also allows candidates to track the status of their application.

For further information and other job postings, you are welcome to visit our website: IOM Careers and Job Vacancies