The Collections Officer manages debt recovery by engaging customers, negotiating repayment plans, and conducting field visits to ensure portfolio health. They also provide technical support, maintain accurate records, and initiate repossession as a last resort when necessary.
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.
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Marketing Manager
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