Credit Control Officer

The Credit Control Officer is responsible for the day-to-day management of assigned customer accounts, debt collection activities, receivables monitoring, customer reconciliations, invoice processing, and maintenance of accurate receivables records. The role supports achievement of the Company's collection targets by ensuring timely recovery of outstanding debts, adherence to approved credit terms, and proactive management of customer account balances.

Working under the supervision of the Credit Control Supervisor and guidance of the Credit Control Manager, the Credit Control Officer executes collection follow-ups, monitors debtor aging, supports recovery of overdue accounts, processes customer invoices, maintains receivables documentation, and ensures accurate updating of debt portfolio records and management reports.

Key Duties & Responsibilities

Debt Collection & Customer Account Recovery

• Manage assigned customer portfolios and execute collection activities to ensure timely recovery of outstanding balances.
• Conduct regular follow-up with customers through calls, emails, meetings, and other approved communication channels.
• Monitor overdue accounts and implement collection actions in accordance with approved procedures.
• Maintain professional customer relationships while enforcing collection commitments and payment schedules.
• Escalate unresolved collection issues and high-risk accounts to the Credit Control Supervisor.
• Maintain accurate records of all collection efforts, customer interactions, and recovery commitments.

DSO Monitoring, Debtor Aging & Risk Identification

• Monitor customer accounts and track Days Sales Outstanding (DSO) across assigned portfolios.
• Prepare and maintain debtor aging analyses and account status updates.
• Identify accounts approaching or exceeding the 45-day threshold and escalate accordingly.
• Monitor account payment trends and highlight emerging collection risks.
• Support debtor classification into Green, Yellow, Watch List, and Red categories.
• Maintain accurate customer account records and aging schedules.

Red Category Recovery Support

• Support recovery efforts for Red Category accounts including institutional, government, and high-risk debtors.
• Generate customer statements and supporting collection documentation.
• Follow up on outstanding balances and recovery commitments.
• Maintain records of customer engagements and payment promises.
• Escalate unresolved recovery matters to the Credit Control Supervisor.
• Assist in implementing approved recovery plans and settlement arrangements.

Customer Invoice Processing & Revenue Administration

• Process customer invoices accurately and promptly within ERP/Sage.
• Verify supporting documentation before invoice generation.
• Ensure invoices are generated in accordance with approved pricing, quantities, and contractual terms.
• Maintain accurate invoice records and supporting documentation.
• Coordinate with relevant departments to resolve invoice-related discrepancies.
• Support timely billing to facilitate efficient debt collection.

Customer Reconciliations & Dispute Resolution

• Perform customer account reconciliations and verify receivable balances.
• Investigate account discrepancies, short payments, unapplied receipts, and disputed balances.
• Coordinate with Sales, Operations, and Finance teams to resolve customer account issues.
• Prepare reconciliation schedules and supporting documentation.
• Follow up on dispute resolution activities and maintain resolution records.
• Escalate unresolved disputes requiring management intervention.

Credit Policy Compliance & Customer Account Monitoring

• Monitor assigned customer accounts for compliance with approved credit terms and payment conditions.
• Identify overdue accounts, credit limit breaches, and other policy exceptions requiring escalation.
• Support implementation and enforcement of company credit policies and collection procedures.
• Maintain updated customer account information and supporting credit documentation.
• Escalate non-compliant accounts and policy breaches to the Credit Control Supervisor.
• Support customer credit reviews by providing account performance and payment history information.

Debt Portfolio Management & Delivery-to-Invoice Reporting

• Update and maintain the Total Debt Portfolio Report within the Receivables Management Google Sheet.
• Maintain and update Delivery-to-Invoice reports to monitor invoice conversion performance.
• Track outstanding customer balances and ensure records remain accurate and current.
• Monitor invoice conversion delays and escalate issues affecting collections.
• Reconcile portfolio reports against ERP/Sage balances and supporting records.
• Support management reporting through accurate maintenance of portfolio data.

M-Pesa Receipt Management & Customer Payment Recording

• Confirm M-Pesa customer payments and verify receipt details against supporting records.
• Update and maintain the M-Pesa Register accurately and promptly.
• Ensure customer payments are recorded and allocated correctly within company records.
• Investigate payment discrepancies and escalate unresolved issues.
• Coordinate with Finance and Banking teams to ensure payment records are complete and accurate.
• Maintain supporting documentation for all M-Pesa transactions.

Records Management & Documentation Control

• Maintain proper filing and documentation of all customer invoices, reconciliations, statements, collection records, and receivable support documents.
• Ensure all customer account records are complete, accurate, and easily retrievable.
• Maintain secure storage of receivables documentation in accordance with company policies.
• Support audit activities by providing requested documentation and records.
• Ensure timely filing and archiving of all receivable-related records.
• Maintain confidentiality of customer financial information and records.

Requirements

Academic Qualifications

• Diploma or Bachelor's Degree in Accounting, Finance, Commerce, Business Administration, Economics, or a related field from a recognized institution.
• CPA Part I or equivalent accounting qualification will be an added advantage.
• Additional training in Credit Management, Debt Recovery, Customer Service, or Receivables Management is desirable.

Professional Experience

• Minimum 2–3 years of experience in credit control, debt collection, accounts receivable, customer account management, or a related finance role.
• Experience handling customer collections and debt recovery activities.
• Experience preparing debtor aging schedules and collection reports.
• Experience performing customer account reconciliations.
• Hands-on experience using ERP/Sage accounting systems.
• Experience maintaining financial records and customer account documentation.
• Experience dealing with corporate, institutional, or government customers will be an added advantage.
• Experience handling mobile money transactions and customer payment reconciliations is desirable.
• 3+ years of experience in Finance and Accounts Receivable (AR).