Role Overview

The collections officer will manage delinquent accounts by contacting customers, negotiating repayment plans, and ensuring compliance with regulatory standards to reduce non-performing loans (NPLs). Key responsibilities include monitoring portfolios, sending demand letters, reconciling payments, following up on MV repossessions,initiating actions on legal matters and updating records to meet recovery targets.

Key Responsibilities

• Account Monitoring & Recovery: Monitor assigned portfolios to identify overdue accounts, contacting debtors via telephone, email, or field visits to secure payments.
• Negotiation & Payment Plans: Negotiate suitable repayment schedules with delinquent clients while maintaining high customer service standards.
• Record Maintenance: Maintain accurate, detailed records of all communication, repayment progress, and actions taken in the bank’s system.
• Reporting: Prepare daily, weekly, or monthly reports on collection activities, including debtor ageing analysis and recovery progress.
• Compliance: Ensure all debt collection activities strictly comply with Central Bank of Kenya (CBK) regulations, internal bank policies, and ethical standards.
• Litigation Support: Liaise with legal teams or external debt collectors for severely delinquent accounts, including preparing documentation for court action.
• Customer Support: Resolve billing disputes, respond to account queries, and promote positive customer relationships while managing debt.

Qualifications and Skills

• Education: A Bachelor’s degree/Diploma in a business-related field (Accounting, Finance, Business Administration ,social sciences).
• Experience: 1–5 years of experience in debt collection, specifically within a bank or financial institution in Kenya.
• Skills: Exceptional negotiation, persuasion, and conflict-resolution skills.
• Technical Proficiency: Strong knowledge of Microsoft Office (Excel, Word) and banking software systems.
• Communication: Excellent verbal and written communication skills in English and Kiswahili.
• Certification: Added advantage includes CPAs, CCP (Certified Credit Professional), or similar qualifications.