About this role
This is a remote position.
The Collections Officer manages debt recovery, engaging customers directly for repayments, restructuring loans, facilitating ownership transfers, and repossessing as a last resort. They also ensure the assigned portfolio remains healthy and profitable.
Roles and Responsibilties
- Manage and maintain an assigned customer portfolio, ensuring timely repayments and minimal delinquency.
- Conduct regular visits and follow-ups with customers holding overdue accounts.
- Negotiate and agree on repayment plans with defaulting customers, ensuring commitments are documented and tracked.
- Initiate loan restructuring processes to align with customer repayment capacity.
- Identify new customers and facilitate change of ownership where necessary.
- Provide basic technical support to customers, including troubleshooting product issues and escalating unresolved cases to the Technical/Service team.
- Maintain accurate and updated records of customer interactions, repayment status, and follow-up actions.
- Educate customers on repayment obligations, product usage, and available support options.
- Initiate and repossess company products as a last resort for customers unwilling to repay loans, in line with policy.
- Identify and escalate high-risk or fraudulent cases to the Collections Supervisor.
- Liaise with Sales, Customer Care, and Credit teams to resolve customer concerns that may affect repayment.
- Monitor repayment trends within the assigned portfolio and provide insights on portfolio quality.
- Achieve monthly collections and recovery targets as set by management.
Key Performance Indicators
- # of Winbacks
- Winback %
- Tokens / winback=5
- Cash Collections (LCY)
Requirements
- Diploma or Degree in Business, Finance, Accounting, Banking, or related field.
- Minimum of 1–2 years’ experience in collections, credit management, microfinance, or field operations.
- Strong negotiation and conflict resolution skills.
- Ability to work independently and meet deadlines under pressure.
- Knowledge of the local language(s) and communities within the assigned territory.
- Basic computer literacy (MS Office, mobile apps, data entry systems).
- Technical aptitude and ability to troubleshoot basic product issues.
- A valid driver’s license or motorbike riding permit will be an added advantage.
Benefits
Commission based role.