This role is focused on recovering outstanding payments from individuals or businesses while maintaining professionalism, ethical standards, and compliance with applicable laws. This position 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
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