This role, reporting to the Debt Recovery Manager, is crucial for managing the collections of defaulted portfolios, tracing and recovery of all SunCulture assets assigned on credit but defaulted, issuing demand letters in the field, and initiating repossession rights on all non-performing credits above SunCulture’s PAYG credit policy guidelines.
Key Responsibilities
- Be accountable for reducing delinquency for assigned accounts.
- Ensure allocated accounts are monitored on a daily basis and appropriate actions are taken to ensure that the collection portfolio remains within acceptable limits through the application of sound credit judgment within SunCulture PAYG credit policy guidelines.
- Investigate and resolve any customer queries and complaints through verbal or written correspondence in line with SunCulture PAYG credit policies.
- Issue out demand letters at field level to defaulters with the aim to get payments back to normalcy.
- Record new commitment to repay the debt (PTPs), determine if the debt can be collected, and accordingly recommend/initiate the recovery process.
- Contact defaulting customers either by calling or visiting them with an aim of negotiating 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.
- Conduct field visit assessment before visiting the market areas.
- Manage relationships with local authorities and Security Officers.
- Plan and organize field collection drives across all regions.
- Conduct monthly reporting as per portfolio performance on delinquency.
Qualifications and Skills
SunCulture is seeking a candidate who meets the following criteria:
- 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.
- License: A valid Driving licence.
- Professional Attributes:
- Integrity and ability to work in consumer finance with small scale farmers across Kenya.
- Evidence of well-developed organizational skills and the ability to meet deadlines.
- 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.
