The Collections Agent is responsible for supporting recovery efforts by engaging merchants with outstanding Merchant Cash Advance repayments. The role focuses on timely follow-ups, repayment support, accurate record keeping, and maintaining positive merchant relationships while ensuring professional and compliant collections practices.
This is a six (6) months contract-based role, renewable based on performance and business needs, ideal for a self-driven individual who thrives in a fast-paced, target-driven environment.
What Success Looks Like at Pesapal:
Solve for our customer: Engage merchants professionally, understand repayment challenges, and provide guidance on available repayment solutions.
Deliver Exceptional Results: Achieve collection targets through consistent follow-ups, effective account management, and timely resolution of overdue repayments.
Together we do great Work: Collaborate with Collections Officers and internal teams to share insights, escalate issues, and improve recovery outcomes.
Own our Outcomes: Take accountability for assigned accounts by maintaining accurate records, following collection processes, and driving timely repayment.
Key Responsibilities:
Contact merchants with due or overdue repayments through approved channels including calls, SMS, email, and WhatsApp.
Follow up on missed or partial repayments and support repayment arrangements within company guidelines.
Achieve daily, weekly, and monthly collection and contact targets.
Educate merchants on repayment balances, terms, and available payment options.
Maintain accurate records of all merchant interactions, commitments, and outcomes in the CRM/collection system.
Monitor early-stage delinquent accounts and take timely action to prevent further ageing.
Handle merchant queries relating to repayments and escalate complex issues appropriately.
Support the identification and escalation of high-risk or disputed accounts.
Maintain fair, ethical, and compliant collections practices in line with company policies and regulatory requirements.
Education/Experience Needed:
Minimum KCSE or equivalent qualification.
1–2 years' experience in collections, debt recovery, call centre, customer service, or credit operations.
Experience within fintech, banking, SACCO, microfinance, or digital lending is an advantage.
Proficiency in Microsoft Office and experience using CRM or collections systems is an added advantage.
Skills & Competencies Needed:
Strong communication skills in English and Kiswahili.
Good negotiation and problem-solving skills.
Resilient, persistent, and comfortable working with targets.
Professional and empathetic approach when handling merchant conversations.
High integrity and ability to handle confidential customer information.
