Key Responsibilities
Loan Collections & Recovery:
Conduct timely follow-ups with clients on overdue payments through calls, SMS, emails, and field visits where necessary.
Negotiate repayment plans with customers in line with company guidelines.
Maintain accurate and up-to-date records of collections and client communications.
Issue demand notices and escalate delinquent accounts to the supervisor where required.
Coordinate with external service providers, including field collectors and legal partners, to support recovery efforts.
Monitor portfolio at risk (PAR) and recoveries to meet set monthly collection targets.
Customer Service & Relationship Management:
Provide professional and respectful customer service while ensuring firm recovery action.
Educate clients on repayment obligations and consequences of default.
Identify challenges faced by clients and offer feasible repayment solutions.
Reporting & Compliance:
Prepare and submit daily, weekly, and monthly collection reports.
Ensure adherence to internal credit policies and regulatory requirements.
Maintain confidentiality, integrity, and safe handling of client information.
Requirements
Diploma or Bachelor's degree in Business, Finance, Credit Management, or a related field.
At least 1 year of experience in credit collections or loan recovery (experience in a microfinance or credit-only institution is an added advantage).
Strong negotiation, communication, and problem-solving skills.
Ability to work under pressure and meet strict targets.
High level of integrity, professionalism, and customer focus.
Proficiency in MS Office; experience with loan management systems is an added advantage.