DEBT COLLECTION AGENTS

Job Description

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.