Job Purpose

The Repayments Associate is responsible for managing end-to-end collections and compliance for a designated portfolio of Chancen Members under the Income Share Agreement (ISA) model. The role ensures high repayment performance, maintains Portfolio at Risk (PAR) below 3%, and drives early-stage intervention through structured advisory and data-driven risk identification.

Key Responsibilities:

Debt Recovery & Transition Management

Be responsible for implementing the process of transitioning active (students) Chancen Members allocated to you to the collections phase, which includes but is not limited to the following: 

• Manage the transition of members from training to repayment phase through structured pre-graduation engagement.
• Maintain accurate trackers for graduation timelines and repayment start dates.
• Coordinate with Operations and Member Affairs teams to ensure readiness for pre-graduation sessions.
• Capture and update all engagement data in Customer Relationship Management and Core Banking System within 24 hours.

Portfolio Management
Be responsible for all collections efforts related to the portfolio you are allocated, including but not limited to the following:

• Own and manage a portfolio of members, ensuring consistent follow-up on repayments.
• Drive collections through calls, SMS, email, and field engagement where necessary.
• Maintain 100% accuracy of member data, payment records, and audit trails.
• Monitor portfolio aging and proactively address early delinquency.
• Execute compliant handovers of delinquent accounts to external debt collectors and maintain an up-to-date record of all steps followed to ensure compliance with legal and regulatory frame.
• Ensure all activities align with company policies and regulatory frameworks.
• works in all repayment and collection efforts.

ISA Advisory & Compliance (Core Function)

• Conduct structured ISA advisory sessions covering:
• Financial assessment
• Obligation reinforcement
• Structured repayment plans
• Ensure 100% monthly employment verification for all employed members.
• Identify early risk signals and implement preventive interventions.
• Improve first-time compliance rates through proactive engagement.

Reporting & Analytics

You are responsible for proactive analysing and reporting on trends and strategies for the portfolio you are allocated, which includes but is not limited to:

• Prepare and present weekly, monthly, and quarterly portfolio reports.
• Analyze repayment trends and propose strategies to maintain PAR ≤3%.
• Track key metrics: compliance rate, escalation rate, resolution timelines.
• Flag and escalate high-risk or non-compliant cases promptly.

Members’ Communication and Support

• Provide clear guidance on ISA obligations, repayment structures, and compliance requirements.
• Handle sensitive conversations with professionalism, empathy, and firmness.
• Offer basic financial counselling to support sustainable repayment behavior.

Compliance and Documentation 

• Ensure 100% documentation compliance:
• All advisory sessions logged within 24 hours
• No verbal agreements
• Written confirmation for all repayment plans
• Stay updated on regulatory requirements related to unsecured lending and ISAs.
• Ensure all collection actions are compliant and auditable.

Key Performance Indicators (KPIs) 

• Portfolio at Risk (PAR) ≤ 3%
• ≥ 97% compliance rate (repayment adherence)
• 100% monthly employment verification
• ≥ 90% case resolution within SLA (30 days)
• 100% Customer Relationship Management documentation accuracy
• Reduction in escalations through early intervention

Requirements

Qualifications & Experience 

• Diploma or Bachelor’s degree in Business, Finance, Economics, or related field
• 1–2 years’ experience in collections, credit management, or financial services
• Experience working with Customer Relationship Management systems and data tracking tools

Skills and Qualifications

• Time management and organization skills.
• Knowledge of relevant laws and ethical standards related to collections management.
• Strong communication and negotiation skills (ability to handle difficult conversations with professionalism and empathy).
• Good public speaking skills.
• Ability to work independently and collaboratively with a diverse team and meet deadlines.
• Strong analytical abilities, with a demonstrated ability to analyze complex data and draw insightful conclusions.
• Sharp and able to communicate and express effectively to different audiences in English and Swahili.

Benefits

• 21 days of annual leave, excluding national holidays.
• Training, learning and development opportunities and financial support for further education.
• Medical insurance/aid coverage and wellbeing initiatives. 
• A fulfilling work environment in a supportive and entrepreneurially driven organization with clear, frequent growth opportunities