Portfolio Officer
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New
Job summary
The ideal candidate will be responsible for handling customer interactions, resolving disputes, and ensuring timely debt recovery while maintaining excellent customer service standards.
Min Qualification:
Bachelors
Language Requirement:
English
Work Type:
Full Time
Working Hours:
8 to 5
Applicant Location:
Kenya
Job descriptions & requirements
Location: Nairobi
Type: Full-Time
The ideal candidate will be responsible for handling customer interactions, resolving disputes, and ensuring timely debt recovery while maintaining excellent customer service standards.
Key Responsibilities:
1. Debt Collection & Recovery:
• Contact customers via phone, email, sms and written communication to recover outstanding debts.
• Negotiate payment arrangements and settlements within company policies.
• Follow up on delinquent accounts and escalate cases when necessary.
• Track and monitor overdue accounts to ensure timely payments.
2. Customer Interaction & Dispute Resolution:
• Communicate professionally and empathetically with debtors.
• Address customer concerns and disputes regarding outstanding balances.
• Provide information on payment options and financial assistance programs if applicable.
3. Documentation & Reporting:
• Maintain accurate records of all customer service and collection activities in company systems.
• Prepare reports on collection status, outstanding debts, and recovery progress.
• Ensure all interactions are documented for legal and compliance purposes.
4. Compliance & Legal Adherence:
• Ensure compliance with debt collection laws and industry regulations.
• Work closely with legal teams on escalated cases.
• Stay updated on relevant laws such as the Fair Debt Collection Practices Act (FDCPA) or local regulations.
5. Performance & Goal Achievement:
• Meet individual and team collection targets.
• Develop strategies to improve collection efficiency and reduce bad debts.
• Identify trends and provide feedback to management on improving debt recovery processes.
Qualifications and Experience:
• Bachelor’s degree in Business, Finance, Marketing, or a related field is preferred.
• Proven experience in customer service, debt collection, sales, or a related role.
• Strong communication and negotiation skills.
• Ability to work independently and as part of a team.
• Proficiency in using CRM systems and other customer service software.
• Knowledge of the financial services industry is an added advantage.
Application Process:
If you meet the qualifications and you are ready to execute the above mandate
The application should reach us by close of business 30th November 2026. Please note that only shortlisted candidates will be contacted.
If you do not hear from us by 15th December 2026 consider your application unsuccessful.
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