Collection Officers

The role involves meeting weekly collection targets, working closely with branch staff, local authorities, and security officers to follow up on arrears. It includes resolving defaults, handling customer queries, participating in collection drives, and ensuring all DD+8 accounts are followed up weekly. Proper documentation of interactions, customer rehabilitation after payments, and consistent follow-ups on PTPs are essential. Before branch visits, all customers must be contacted, and both entry and exit meetings should be conducted to track progress.

Requirements

• Minimum 1 year experience as a Collection Officer in a recognized financial institution
• Diploma or Degree in a business-related course
• strong interpersonal and communication skills
• proven ability to meet targets and build client relationships
• self-driven and results-oriented
• must be willing to work in Nairobi
• Rift Region
• and Central Region.

Responsibilities

• Achieve the Weekly collection targets set per branch arrears
• Manage relationships with local authorities and Security Officers
• Work closely with the branch staff and the call center while doing their role of collections
• Investigate on reason for default and resolve any customer queries and escalate any customer complaints
• Participate in collection drives across all branches
• Ensure all accounts from DD+8 are thoroughly followed up
• Customer rehabilitation after full payments of the default
• Ensure all interactions are well keyed in in the system
• Follow up on PTP done earlier
• Maintaining patrol trinity
• Ensure to have called all the customer in a branch prior to your visit
• Ensure to have an entry meeting (what you intend to achieve in the time you will be in that meeting) and an exit meeting (what you achieved during your visit in that meeting)
• Ensure each defaulted account is contacted each week.