The Debt Recovery Officer, reporting to the Debt Recovery Manager, is tasked with managing the collections of the defaulted portfolio. This involves the tracing and recovery of all SunCulture assets assigned on credit that have defaulted, issuing Demand Letters in the field, and initiating repossession rights on all non-performing credits that exceed SunCulture’s PAYG credit policy guidelines.
Key Responsibilities
- Be accountable for reducing delinquency for assigned accounts.
- Ensure allocated accounts are monitored daily and appropriate actions are taken to keep the collection portfolio within acceptable limits, adhering to SunCulture PAYG credit policy guidelines.
- Investigate and resolve customer queries and complaints through verbal or written correspondence in line with SunCulture PAYG credit policies.
- Issue demand letters at the field level to defaulters with the aim of normalizing payments.
- Record new commitments to repay the debt (PTPs), assess collectability, and recommend/initiate the recovery process accordingly.
- Contact defaulting customers either by calling or visiting them to negotiate a settlement of the arrears.
- Initiate repossession of SunCulture assets as necessary.
- Achieve the monthly collection targets as assigned by the supervisor.
- Identify and escalate deceased or disabled customers to the Head of Credit for review or collection termination.
- Ensure all work queues are acted upon promptly.
- Conduct field visit assessments before visiting market areas.
- Manage relationships with local authorities and Security Officers.
- Plan and organize field collection drives across all regions.
- Conduct monthly reporting on portfolio performance regarding delinquency.
Qualifications and Attributes
The ideal candidate should possess the following:
- Education: Diploma or degree in Debt Collection and Management, Business Information Science, Finance, or Accounting.
- Experience: At least 3–6 years’ work experience in debt collection in microfinance, the solar industry, or a related organization.
- Legal Knowledge: Knowledge of relevant legal requirements and processes in microfinance and credit collections environment or any other financial institution.
- Mobility: A valid Driving licence.
- Key Skills & Attributes:
- Well-developed organizational skills and the ability to meet deadlines.
- Integrity and ability to work effectively in consumer finance with small scale farmers across Kenya.
- Sound verbal communication skills, including the ability to negotiate respectfully and communicate the rationale for decisions made.
- Target driven, self-starter, and problem solver.
- Demonstrated ability to follow policy and procedures.
- Sound judgment, analytical, and decision-making skills.
- Accuracy and attention to detail.
- Demonstrated ability to quickly learn new systems and processes.
- Demonstrated commitment to service excellence.
- Proficiency in GSuite and Microsoft Office.
