POSITION OVERVIEW:
The Debt Collector is responsible for recovering outstanding payments from individuals or businesses while maintaining professionalism, ethical standards, and compliance with applicable laws. This role suits a results-oriented professional with 1 - 2 years of debt collection experience who is motivated by targets and commission-based earnings. The successful candidate will contribute directly to improving cash flow while preserving positive customer relationships.
KEY RESPONSIBILITIES:
Debt Collection:
Contact debtors via phone calls, emails, SMS, and written correspondence to recover overdue accounts.
Use persuasive, professional, and empathetic communication to encourage timely payments.
Account Management:
Maintain accurate and up-to-date records of all collection activities, including calls made, payment promises, disputes, and resolutions.
Update collection systems regularly to reflect account status.
Negotiation & Payment Plans:
Negotiate payment arrangements, settlements, or repayment plans aligned with company policies and customer financial capacity.
Follow up on agreed payment commitments to ensure compliance.
Dispute Resolution:
Investigate and resolve account disputes by reviewing documentation and liaising with customers and internal departments.
Escalate complex cases appropriately when necessary.
Compliance & Ethics:
Conduct all collection activities in compliance with the Fair Debt Collection Practices Act (Kenya) and other applicable regulations.
Ensure confidentiality of customer information and adhere to ethical collection standards.
Performance Tracking & Reporting:
Meet or exceed monthly collection targets to maximize commission earnings.
Provide regular reports on recovery progress to the Collections Manager or Team Lead.
Customer Service:
Maintain a professional and respectful approach, even when handling difficult or sensitive situations.
Educate customers on payment options and consequences of non-payment where applicable.
Cross-Functional Collaboration:
Work closely with finance and legal teams on escalated accounts or cases requiring further action.
QUALIFICATIONS & EXPERIENCE:
Diploma or Bachelor's degree in Business Administration, Finance, Accounting, or a related field (preferred).
Minimum of 1 - 2 years' experience in debt collection, credit control, or accounts receivable.
REQUIRED SKILLS & COMPETENCIES:
Strong negotiation and persuasion skills
Excellent verbal and written communication skills
Results-oriented with a strong drive to meet targets
Ability to handle pressure and rejection professionally
High level of integrity and emotional intelligence
Basic computer skills and familiarity with collection systems