Job Summary:
We seek a proactive and articulate Loan Collection Officer to strengthen our Debt Collection team in Nairobi. The ideal candidate will recover defaulted loans by engaging clients via telephone, in-person meetings, and skip tracing. Responsibilities include safeguarding the loan portfolio’s integrity and ensuring prompt collection of outstanding debts while adhering to Combo Sacco’s guiding principles.
Oversee and execute essential duties encompassing the planning, coordination, and supervision of [specific tasks or projects], ensuring alignment with organizational objectives and adherence to established timelines. Serve as a primary point of contact for cross-functional teams, facilitating seamless communication and collaboration to drive project success. Conduct thorough evaluations of performance metrics to identify areas for enhancement and implement strategic improvements. Maintain meticulous documentation and reporting to track progress and ensure compliance with relevant policies and regulations. Provide guidance and mentorship to team members, fostering professional growth and maximizing productivity.
The role involves conducting collections over the phone, ensuring timely follow-ups with debtors to secure payments and maintain accurate records of all interactions. Responsibilities include negotiating payment plans, addressing client inquiries regarding outstanding balances, and adhering to compliance standards for debt collection practices. The position requires strong communication skills, persistence, and familiarity with relevant regulations to achieve collection targets efficiently.
Proactively contact borrowers with delinquent loan accounts to facilitate resolution and manage the communication process.
Demonstrate proficiency in conveying payment deadlines and engaging in discussions to establish feasible repayment arrangements.
Physical Visits:
Perform on-site assessments to engage with borrowers in remote or underserved locations, facilitating direct, in-person consultations as needed.
Conduct thorough assessments of repayment schedules and initiate consultations regarding viable options for resolving outstanding accounts.
Proficient in conducting skip tracing operations, utilizing advanced methodologies to locate individuals who have become difficult to reach or intentionally evasive. Skilled in leveraging proprietary databases, public records, and investigative techniques to gather accurate and up-to-date contact information. Maintains meticulous attention to detail while adhering to legal and ethical guidelines to ensure compliance with relevant regulations.
Employ multiple databases and investigative techniques to identify individuals who have moved without disclosing their new contact details.
Perform thorough inquiries and compile pertinent data to determine the present locations of members in default.
Demonstrated proficiency in conflict resolution and dispute mediation, leveraging negotiation tactics to achieve mutually beneficial agreements while maintaining professional relationships.
Collaborate with borrowers to create achievable repayment plans that align with their financial circumstances.
Monitor repayment schedules, ensuring adherence to agreed-upon terms and verifying compliance with payment commitments.
Oversee the systematic organization, maintenance, and retrieval of records to ensure compliance with regulatory standards and operational efficiency. Implement and maintain policies and procedures for record retention, ensuring accuracy, accessibility, and security of all physical and digital documentation. Conduct regular audits to verify adherence to retention schedules and legal requirements, identifying discrepancies and recommending corrective actions. Collaborate with department heads to streamline record-keeping processes, reduce redundancy, and enhance data integrity. Train staff on proper record handling protocols and the use of management systems to foster consistent practices across the organization.
Responsible for ensuring all communications, agreements, and account statuses are recorded accurately and kept current at all times.
Compile and submit comprehensive reports detailing collection activities and resultant outcomes for managerial assessment and strategic decision-making purposes.
Compliance and Ethics: Ensure adherence to regulatory requirements, internal policies, and ethical standards across all business operations. Develop, implement, and monitor compliance programs to mitigate risks and promote a culture of integrity. Conduct regular audits, assessments, and training sessions to reinforce understanding and accountability among employees. Stay informed about evolving laws, regulations, and industry best practices to proactively address potential compliance gaps. Serve as a trusted advisor to leadership and employees on ethical dilemmas, regulatory inquiries, and corporate governance matters. Maintain meticulous records, documentation, and reporting demonstrating compliance with applicable laws and standards.
Ensure that all collection activities strictly adhere to relevant legal mandates and established organizational policies.
Safeguard confidentiality and ensure the accuracy and security of member data at all times.
The ideal candidate must possess a bachelor’s degree in a relevant field, along with a minimum of three years of professional experience in a comparable role. Proficiency in industry-standard software and tools is essential, as is the ability to communicate effectively both verbally and in writing. Strong analytical and problem-solving skills are required, along with the capacity to work independently and collaboratively within a team. Familiarity with project management methodologies and adherence to deadlines are also necessary. Additionally, the candidate should demonstrate leadership qualities and a commitment to continuous learning and professional development.
A Bachelor’s degree or Diploma in Finance, Business Administration, or a closely related discipline is required.
Skilled professionals with a demonstrated background in debt recovery, ideally within a Sacco, banking, or financial services environment, are encouraged to apply.
Proven ability to negotiate effectively and communicate clearly.
Must possess strong interpersonal skills to navigate challenging discussions effectively and cultivate constructive relationships with members.
Proficiency in utilizing debt collection software and implementing skip tracing methodologies is required.
Demonstrates strong competency in utilizing Microsoft Office applications effectively.
Attributes:
Maintaining unwavering integrity and adhering to ethical standards represent fundamental expectations for this position.
We seek individuals who demonstrate resilience and persistence in overcoming challenges and driving forward despite obstacles. These qualities are essential for navigating dynamic environments and achieving long-term success in this role. The ideal candidate will approach difficulties with determination, adaptability, and an unwavering commitment to goals, ensuring consistent progress and results.
Capable of operating autonomously as well as contributing effectively within a collaborative team environment.
Qualifications
BA/BSc/HND , Diploma , Professional Certificate , Vocational
Experience Required
5 years
