COLLECTIONS AGENT

Key Responsibilities

• Follow up on assigned overdue accounts through phone calls, SMS, and emails.
• Maintain accurate and detailed records of all collection activities and client interactions.
• Negotiate repayment plans and monitor adherence to agreed payment arrangements.
• Update payment commitments (PTPs), broken promises, and client feedback in the system.
• Escalate chronic defaulters and unresponsive accounts to the Recovery and Legal teams.
• Verify outstanding balances and client information before initiating recovery actions.
• Coordinate with the Finance team to resolve disputed balances and account discrepancies.
• Prepare and submit daily, weekly, and monthly collection reports.
• Identify high-risk accounts and recommend appropriate recovery actions.
• Ensure confidentiality of client information and maintain professional conduct at all times.
• Participate in team meetings, training sessions, and performance reviews aimed at improving collection efficiency and reducing bad debt.

Qualifications and Experience

• Diploma in Finance, Accounting, Credit Management, Business Administration, or a related field.
• Minimum of two (2) years' experience in debt collection, credit control, customer service, or finance operations.
• Strong understanding of credit policies, debt recovery procedures, and collection practices.
• Experience working in a financial institution, lending company, SACCO, or FinTech environment will be an added advantage.