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 visits, and skip tracing. This role demands maintaining the integrity of the loan portfolio while ensuring prompt collection of overdue debts, all in alignment with the values of Combo Sacco.
Oversee a comprehensive range of duties essential to the role, including strategic planning, project execution, and team leadership to drive organizational objectives forward. Develop and implement policies and procedures that enhance operational efficiency and ensure compliance with industry standards and regulatory requirements. Collaborate closely with cross-functional teams to identify opportunities for growth, innovation, and process improvement while maintaining a focus on delivering high-quality results. Monitor performance metrics, analyze data trends, and provide actionable insights to senior management to support informed decision-making. Act as a liaison between departments, fostering communication and alignment to optimize workflow and achieve collective goals. Additionally, oversee budget management, resource allocation, and risk assessment to safeguard financial stability and mitigate potential challenges.
Duties include initiating outbound calls to customers to collect outstanding debts, ensuring compliance with all regulatory guidelines, and maintaining thorough documentation of each interaction. Candidates must exhibit exceptional communication skills, a persistent yet respectful approach, and the ability to handle high call volumes efficiently. Prior experience in debt collection or a related field is preferred, along with familiarity with collection software and strong problem-solving abilities. The role demands a high level of professionalism, persistence in resolving payment issues, and the capacity to work under performance metrics.
Initiate and conduct calls to borrowers regarding loans that have exceeded their payment deadlines.
Skillfully convey payment deadlines and engage in discussions to establish mutually agreeable repayment arrangements.
Physical Visits:
Perform on-site assessments to engage with borrowers in remote locations or those necessitating direct, in-person communication.
Analyze repayment schedules and explore feasible resolutions to resolve overdue accounts through mutual agreement.
Proficient in locating individuals through skip tracing techniques, leveraging comprehensive databases, public records, and investigative strategies to effectively trace absconded parties or verify their whereabouts.
Employ multiple resources and tools to identify borrowers who have moved without supplying forwarding details.
Investigate and collect data to determine the present locations of members in default.
Demonstrated proficiency in negotiation techniques, conflict resolution strategies, and effective communication to mediate and settle disputes constructively. Capable of analyzing complex situations, evaluating stakeholder interests, and facilitating mutually beneficial agreements while maintaining professional integrity and fostering long-term relationships.
Crafting practical repayment strategies in partnership with borrowers, ensuring compatibility with their financial circumstances.
Track repayment schedules closely, conducting follow-ups as necessary to confirm adherence to agreed-upon commitments.
Oversee comprehensive records management processes to ensure the accurate, secure, and efficient handling of organizational documents. Implement and maintain systems for the creation, classification, storage, retrieval, and disposal of records in accordance with established policies and regulatory standards. Collaborate with department heads to establish consistent record-keeping practices and ensure compliance with legal and industry requirements. Train staff on proper record management protocols and provide guidance on best practices to optimize data integrity and accessibility. Regularly audit records to verify completeness, accuracy, and adherence to retention schedules, while identifying opportunities for process improvements.
Responsible for ensuring meticulous and current documentation of all communications, agreements, and account statuses.
Compile and present detailed reports on collection activities and their corresponding outcomes for review by management.
Ensure adherence to all regulatory requirements and ethical standards through diligent monitoring and proactive measures. Uphold compliance with organizational policies, industry regulations, and legal obligations to mitigate risks and maintain integrity. Promote a culture of ethical behavior and accountability across all levels of the organization. Provide guidance and training to employees on compliance-related matters and best practices. Collaborate with leadership to identify potential compliance gaps and implement corrective actions. Serve as a trusted resource for resolving ethical dilemmas and interpreting complex regulations.
Ensure that all collection activities strictly adhere to applicable legal mandates and established organizational guidelines.
Ensure the confidentiality and integrity of all member data are consistently maintained.
Applicants must possess a minimum of three years of experience in a relevant field, along with a bachelor’s degree in a related discipline. Proficiency in industry-standard software and tools is essential, along with strong analytical and problem-solving skills. Excellent communication abilities, both written and verbal, are required to collaborate effectively with teams and stakeholders. Attention to detail and the capacity to manage multiple priorities in a fast-paced environment are also necessary. Candidates should demonstrate a commitment to continuous learning and adaptability to evolving industry trends.
A Bachelor’s degree or diploma in Finance, Business Administration, or a related field is required.
Requires a demonstrated track record in debt recovery, ideally within a SACCO, banking, or financial services environment.
Exceptional ability to negotiate effectively and communicate with clarity and professionalism.
Proven skill in managing challenging discussions while fostering constructive rapport with members.
Proficiency in utilizing debt collection software and implementing skip tracing methodologies is essential.
Demonstrated expertise in utilizing Microsoft Office Suite applications is required, encompassing a strong command of tools such as Word, Excel, PowerPoint, and Outlook.
Attributes:
Demonstrates unwavering integrity and maintains the highest ethical standards in all professional interactions and decision-making processes.
Demonstrates a strong capacity for overcoming challenges and maintaining determination in the face of adversity.
Capable of autonomous work and effective collaboration within team settings.
Qualifications
BA/BSc/HND , Diploma , Professional Certificate , Vocational
Experience Required
5 years
