Collection Agent-FMCG (Ruiru, Eldoret, Kisumu and Kisii)

Reports To: Collections Supervisor / Operations Manager

2. Key Responsibilities

  A. Debt Collection and Recovery

• Contact customers via phone calls, emails, and SMS to follow up on overdue accounts.
• Negotiate payment terms and repayment plans to recover outstanding balances.
• Ensure consistent follow-up to meet and exceed collection targets.

  B. Account Management

• Monitor assigned accounts to identify overdue payments and prioritize high-risk accounts.
• Maintain up-to-date records of all customer interactions and payment commitments.
• Escalate complex or unresolved cases to the supervisor where necessary.

  C. Customer Engagement

• Communicate professionally with customers while handling sensitive financial discussions.
• Address customer inquiries related to outstanding balances and payment options.
• Maintain a balance between firm collection practices and good customer service.

  D. Compliance and Documentation

• Ensure all collection activities comply with company policies and relevant regulations.
• Properly document payment agreements, disputes, and resolutions.
• Maintain confidentiality of customer financial information at all times.

  E. Reporting and Performance Tracking

• Prepare daily, weekly, and monthly reports on collection activities and performance.
• Track progress against assigned collection targets and KPIs.
• Provide insights on payment trends and customer behavior.

  F. Teamwork and Collaboration

• Work closely with finance, sales, and customer service teams to resolve payment issues.
• Support continuous improvement initiatives in the collections process.
• Share feedback to enhance collection strategies and efficiency.

Key Performance Indicators (KPIs)

• Percentage of collection targets achieved
• Reduction in overdue and delinquent accounts
• Number of successful payment arrangements
• Call/contact effectiveness rate
• Accuracy and completeness of records

3. Qualifications

• Diploma or Degree in Business Administration, Finance, Accounting, or related field
• Minimum of 1–3years experience in debt collection, credit control, or customer service
• Basic understanding of financial processes and debt recovery practices
• Proficiency in Microsoft Office applications

4. Skills and Competencies

• Strong negotiation and persuasion skills
• Excellent communication and interpersonal skills
• Ability to handle difficult or sensitive conversations professionally
• Good problem-solving and conflict resolution skills
• High level of integrity and confidentiality
• Ability to work under pressure and meet strict targets
• Strong organizational and time management skills