Collections Officer at an International Car Finance Company

The Collections Officer will be charged with managing client loan portfolios, optimizing collection operational efficiency, and mitigating portfolio risk through structured support and strategic repayment guidance provided to clients. 

The ideal candidate is confident in communicating with customers, skilled at negotiating payment arrangements, and committed to achieving collection targets while maintaining positive customer relationships.

• Monitor and prioritize overdue and defaulted accounts in the CRM to limit exposure and maximize collections.
• Contact clients by phone, SMS, and email, negotiate realistic repayment plans, and follow up promptly on broken promises.
• Hold one-on-one consultations with clients to agree on debt resolution options.
• Set up automated payment options such as M-Pesa Ratiba standing orders.
• Draft Repayment Commitment Letters with clear, scheduled recovery terms.
• Administer statutory recovery procedures, issue legal notices, and escalate complex accounts for collateral recovery instructions.
• Ensure all collection activities comply with company policy, applicable laws, and ethical practices.
• Coordinate NTSA inspections, changes to vehicle particulars (tax classification, engine number), and reflective number plate applications.
• Keep accurate records, escalate disputed accounts, and handle customer concerns professionally.
• Prepare regular collection reports, work with other departments, and meet daily, weekly, and monthly targets.

• Diploma/Bachelor's degree in Business Administration, Banking & Finance, Credit Management or a related field. 
• 1-3 years of experience in debt collection, credit control, customer service, or a related role.
• Experience working with collection targets and customer account portfolios is an added advantage.
• Excellent verbal and written communication skills.
• Strong negotiation, persuasion, and conflict-resolution skills.
• Customer service and relationship management skills.
• Strong attention to detail and record-keeping skills.
• Good problem-solving and decision-making abilities.
• Proficiency in Google workspace and relevant collection systems or CRM tools.
• High levels of integrity, professionalism, resilience, and accountability.

Equal Opportunity Statement

We are an equal opportunity employer committed to an inclusive workplace, where candidates are considered based on merit and qualifications.