Job Summary:
We seek a proactive and articulate Loan Collection Officer to strengthen our Debt Collection team in Nairobi. The ideal candidate will focus on recovering defaulted loans by communicating with clients via telephone, conducting in-person meetings, and utilizing skip tracing techniques. Responsibilities include preserving the loan portfolio’s integrity and guaranteeing the prompt settlement of overdue debts, all while adhering to the core values of Combo Sacco.
Oversee and execute critical duties, ensuring alignment with organizational objectives and operational standards. Manage and prioritize tasks efficiently to meet deadlines and deliver high-quality results. Collaborate with cross-functional teams to foster communication, drive project success, and implement strategic initiatives. Identify opportunities for process improvements, enhancing productivity and operational effectiveness. Maintain meticulous documentation and reporting ensuring transparency and accountability.
Conducts collections over the phone by engaging with delinquent accounts to secure payments or establish repayment arrangements while maintaining professional communication standards.
Initiate and oversee outbound calls to borrowers holding delinquent loan accounts, ensuring consistent follow-up and resolution.
Proactively convey payment due dates and collaboratively establish repayment schedules as needed.
Physical onsite evaluations involve conducting thorough assessments of specified locations to gather precise data and ensure adherence to established protocols. These visits require meticulous attention to detail, strict compliance with safety regulations, and the ability to document findings accurately in designated reporting formats. Participants must possess strong observational skills, a commitment to professionalism, and the capability to operate independently while maintaining clear communication with relevant stakeholders throughout the process.
Conduct on-site visits to engage with borrowers who may be inaccessible or necessitate direct, in-person communication.
Analyze repayment schedules and explore viable options for resolving outstanding account balances.
Proficient in performing skip tracing, which involves locating and verifying the whereabouts of individuals who have become difficult to contact or have defaulted on obligations. Utilize a combination of databases, public records, and investigative techniques to gather accurate and up-to-date information. Maintain meticulous attention to detail to ensure compliance with legal and ethical standards throughout the process.
Leverage diverse resources and tools to identify borrowers who have moved without supplying updated contact details.
Investigate and collect data to determine the locations of individuals who have defaulted.
Demonstrated proficiency in resolving disputes and reaching mutually beneficial agreements through strategic negotiation techniques is essential. The ideal candidate will exhibit strong interpersonal skills to facilitate effective communication and mediate conflicts, ensuring satisfactory outcomes for all involved parties.
Craft customized repayment strategies in partnership with borrowers, meticulously ensuring they remain sustainable in accordance with each individual’s financial circumstances.
Monitor repayment schedules to verify compliance and proactively follow up with borrowers to confirm adherence to agreed-upon terms.
Maintains responsibility for the systematic control, organization, and preservation of records in compliance with regulatory and organizational standards. Ensures records are accurately classified, securely stored, and readily accessible when needed. Implements and adheres to retention schedules to ensure records are retained for the appropriate duration and disposed of appropriately. Plays a key role in safeguarding sensitive information, mitigating risks associated with data breaches, and supporting audits and legal inquiries through meticulous record-keeping practices.
Ensure all communications, agreements, and account statuses are meticulously documented and consistently updated to maintain precise records.
Compile and analyze collection activity data to generate comprehensive reports for managerial assessment and decision-making purposes.
Compliance and Ethics: Ensure adherence to legal standards, regulatory requirements, and ethical guidelines within all organizational operations. Oversee the development, implementation, and monitoring of compliance programs to mitigate risks and maintain operational integrity. Conduct regular audits, risk assessments, and investigations to identify potential violations and enforce corrective measures. Serve as a liaison with regulatory bodies, internal stakeholders, and external partners to foster transparency and accountability. Provide training and guidance to employees on compliance policies, ethical practices, and industry-specific regulations to cultivate a culture of integrity.
Ensure that all collection practices adhere strictly to relevant legal mandates and established organizational policies.
Preserve the confidentiality and safeguard the accuracy and security of member data at all times.
Seeking individuals with a minimum of three years of relevant professional experience, possessing strong analytical and problem-solving skills. Proficiency in industry-standard software and tools is essential, along with excellent written and verbal communication abilities. Candidates must demonstrate a track record of meeting deadlines and effectively collaborating within cross-functional teams. A bachelor’s degree in a related field or an equivalent combination of education and experience is required. Familiarity with regulatory compliance and data privacy standards is highly desirable. Additionally, the role demands adaptability to evolving priorities and a commitment to continuous learning in a dynamic work environment.
A Bachelor’s or Diploma in Finance, Business Administration, or a related discipline is required.
Experienced in debt collection, ideally within a Sacco, bank, or financial institution.
Exceptional ability to negotiate effectively and communicate clearly.
Proven skill in managing challenging discussions while fostering constructive and mutually beneficial member connections.
Proficiency in utilizing debt collection software and employing skip tracing methodologies is essential.
Demonstrates strong competency in utilizing Microsoft Office applications, including Word, Excel, and PowerPoint.
Attributes:
Upholding the highest standards of integrity and ethical behavior remains a critical requirement for all roles within our organization. Demonstrating honesty, transparency, and moral responsibility in all professional interactions and decision-making processes is essential. Adherence to ethical guidelines, compliance with regulations, and a commitment to fair and principled conduct are fundamental expectations for every team member.
Demonstrated ability to adapt to challenges with unwavering determination and perseverance through adversity.
Capable of executing tasks autonomously while also thriving in collaborative settings.
Qualifications
BA/BSc/HND , Diploma , Professional Certificate , Vocational
Experience Required
5 years
