Job Summary:
We seek a proactive and articulate Loan Collection Officer to strengthen our Debt Collection team based in Nairobi. The ideal candidate will focus on recovering defaulted loans by initiating contact with clients via telephone calls, conducting in-person visits, and employing skip tracing techniques. Responsibilities include preserving the health of the loan portfolio and ensuring prompt collection of outstanding debts while adhering to the values and policies of Combo Sacco.
Oversee a range of critical duties encompassing strategic planning, team leadership, and operational execution to ensure organizational objectives are met efficiently. Develop and implement policies, procedures, and performance metrics to optimize productivity and maintain high standards of quality. Collaborate with cross-functional teams to align departmental goals with broader company initiatives, fostering a culture of accountability and continuous improvement. Monitor key performance indicators, analyze data trends, and provide actionable insights to senior management to drive informed decision-making. Ensure compliance with regulatory requirements and industry best practices while mitigating risks and resolving operational challenges proactively.
Responsible for conducting collections via telephone, ensuring timely follow-up on overdue accounts while maintaining professional and courteous communication with debtors. Analyzes account information to determine appropriate payment arrangements and negotiates settlements as needed. Documents all interactions accurately in the system, including payment commitments and reasons for non-payment. Adheres to established collection policies and regulatory guidelines to minimize disputes and ensure compliance. Collaborates with team members to escalate complex cases and achieve collection targets efficiently.
Initiate and conduct outreach efforts to borrowers with delinquent loan accounts, ensuring timely communication and resolution.
Professionally convey payment schedules and engage in discussions to establish mutually agreeable repayment arrangements.
Physical Visits:
Perform on-site assessments to engage with borrowers in remote or inaccessible locations, prioritizing instances necessitating direct, in-person communication.
Evaluate repayment timelines and engage in dialogue with clients to explore resolution options for accounts that have fallen into arrears.
Perform skip tracing tasks to locate individuals who are difficult to reach or have intentionally evaded contact. Utilize various databases, public records, and investigative techniques to gather and verify relevant information. Maintain detailed documentation of all findings and coordinate with team members to ensure accuracy and efficiency in locating targets. Demonstrate strong attention to detail, persistence, and adherence to legal and ethical guidelines throughout the process.
Employ multiple databases and investigative methods to identify borrowers who have moved without supplying updated contact details.
Perform in-depth inquiries and compile relevant data to accurately determine the present location of individuals who have defaulted on their obligations.
Negotiation and Resolution: You will leverage strong interpersonal skills to facilitate productive discussions, mediate conflicts, and reach mutually beneficial agreements. This role requires the ability to analyze complex situations, identify underlying interests, and craft innovative solutions that align with organizational goals. Proficiency in active listening, emotional intelligence, and persuasive communication is essential to navigate challenging conversations and foster long-term collaborations. Experience in conflict resolution, whether through formal mediation training or practical application, is a valued asset.
Develop feasible repayment plans in collaboration with borrowers, ensuring alignment with their financial capabilities.
Diligently supervise repayment schedules to confirm that all agreed-upon commitments are fulfilled in a timely manner.
Responsible for overseeing the organization, preservation, and retrieval of records in accordance with established policies and regulatory standards. Maintains accurate documentation, ensures compliance with retention schedules, and safeguards sensitive information. Implements efficient filing systems, conducts audits to verify record integrity, and facilitates timely access to records when requested. Collaborates with departments to streamline record-keeping processes and mitigate risks associated with data loss or unauthorized access.
Maintain precise and current documentation of all communications, agreements, and account statuses.
Compile comprehensive reports detailing collection activities and their respective outcomes for managerial evaluation.
Compliance and Ethics: Ensuring strict adherence to regulatory requirements, internal policies, and ethical standards is a critical responsibility. This role involves monitoring and evaluating organizational practices to identify potential risks, implementing corrective measures, and fostering a culture of integrity and accountability. The position requires a keen understanding of legal and industry-specific regulations, as well as the ability to communicate complex compliance issues clearly to stakeholders. Additionally, the individual must possess strong analytical skills to assess compliance gaps and proactively recommend solutions to mitigate risks and uphold the organization’s reputation.
Ensure that all collection activities adhere strictly to applicable legal regulations and established organizational guidelines.
Maintain confidentiality and uphold the integrity of member information.
The ideal candidate will possess strong analytical and problem-solving abilities, along with excellent communication and organizational skills. A bachelor’s degree in a relevant field, such as business administration, finance, or data science, is essential, and prior experience in a similar role is preferred. Proficiency with data analysis tools, project management software, and financial modeling is highly valued. The candidate should demonstrate a track record of delivering results in fast-paced environments and the ability to collaborate effectively across teams. Attention to detail and a commitment to meeting deadlines are critical attributes for success in this position.
A Bachelor’s degree or equivalent diploma in Finance, Business Administration, or a closely related discipline is required.
Proficiency in debt collection methodologies, ideally demonstrated within a Sacco, banking, or financial institution environment, is essential.
Exceptional proficiency in negotiation and communication is required.
Demonstrates proficiency in navigating challenging discussions while fostering constructive and enduring connections with members.
Proficient in leveraging debt collection software and skip tracing methodologies to enhance recovery efforts and locate delinquent accounts efficiently.
Demonstrated expertise in utilizing Microsoft Office Suite applications is required.
Attributes:
Integrity and ethical conduct.
We seek candidates who demonstrate resilience and perseverance in the face of challenges.
Demonstrates strong self-motivation while effectively collaborating with team members to achieve common goals.
Qualifications
BA/BSc/HND , Diploma , Professional Certificate , Vocational
Experience Required
5 years
