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, conducting in-person visits, and employing skip tracing techniques. Responsibilities also include preserving the integrity of the loan portfolio and facilitating the prompt settlement of overdue debts while strictly adhering to the ethical and operational standards of Combo Sacco.
Oversee and execute essential duties that encompass a broad spectrum of operational and strategic functions, ensuring alignment with organizational objectives. Manage critical projects with precision, maintaining clear communication and collaboration across teams to achieve defined milestones. Monitor performance metrics and implement improvements to enhance efficiency and productivity. Serve as a liaison between departments, fostering cohesive working relationships and resolving interdepartmental challenges. Develop and implement policies, procedures, and best practices to uphold compliance and operational excellence. Provide leadership and mentorship to team members, cultivating a culture of accountability and continuous development.
Responsible for conducting collections over the phone, ensuring timely follow-up on overdue accounts while maintaining professional and courteous communication with customers. Requires proficiency in negotiation techniques to resolve payment discrepancies and establish agreeable repayment plans. Must demonstrate strong listening skills, problem-solving abilities, and resilience in handling challenging conversations. Familiarity with collection software and compliance with regulatory guidelines is essential.
Initiate and oversee calls to borrowers who have overdue loan accounts.
Craft clear communication regarding payment due dates and engage in discussions to establish feasible repayment schedules.
Conducting on-site inspections and assessments is a key responsibility, involving travel to various locations as needed. These visits are essential for evaluating conditions, verifying compliance with established standards, and gathering firsthand data. Each visit requires thorough documentation and reporting ensuring accuracy and accountability in all findings.
Perform on-site evaluations to engage with borrowers in remote or hard-to-access locations, necessitating in-person meetings to facilitate direct communication and assessment.
Evaluate repayment plans and collaborate with clients to explore viable options for resolving delinquent accounts.
Proficiently locate and verify the whereabouts of individuals through comprehensive skip tracing methodologies, utilizing a blend of public records, databases, and investigative techniques to ensure accurate and up-to-date information. This involves cross-referencing multiple data sources, analyzing patterns, and employing digital tools to trace elusive or hard-to-find subjects. Strong attention to detail, persistence, and adherence to legal and ethical guidelines are essential to maintain compliance and achieve successful outcomes in identifying the subject’s current location or status.
Leverage an array of resources and tools to identify borrowers who have moved without supplying forwarding details.
Investigate and collect data to determine the whereabouts of members in default.
Demonstrates proficiency in conflict resolution and adeptly navigates negotiations to achieve mutually beneficial outcomes.
Craft individualized repayment strategies in partnership with borrowers, guaranteeing alignment with their unique financial circumstances.
Track repayment schedules meticulously, proactively following up to confirm that all agreed-upon commitments are fulfilled in a timely manner.
Records Management involves the systematic organization, maintenance, and preservation of physical and digital records to ensure compliance with legal and regulatory standards. This role requires meticulous attention to detail, strong organizational skills, and proficiency in records management software. Responsibilities include classifying, storing, retrieving, and disposing of records in accordance with established policies and procedures. Additionally, the position entails ensuring data security and confidentiality while facilitating efficient access to information when needed.
Ensure all records pertaining to communications, agreements, and account statuses are meticulously documented and consistently updated.
Compile comprehensive reports summarizing collection activities and their respective outcomes for management’s evaluation and decision-making purposes.
Compliance and Ethics: Ensuring adherence to regulatory standards, internal policies, and ethical guidelines is essential to maintaining organizational integrity. This role involves monitoring compliance with laws, assessing risks, and implementing corrective measures to mitigate potential violations. Additionally, it requires fostering a culture of integrity by educating employees on compliance obligations and ethical standards. The position demands strong analytical skills, attention to detail, and the ability to interpret complex regulations while collaborating with various departments to ensure consistent enforcement.
Ensure that all collection activities adhere strictly to applicable legal regulations and established organizational policies.
Preserve the confidentiality of member data while ensuring the accuracy and protection of their information at all times.
Seeking a highly skilled and experienced professional to provide technical expertise in a fast-paced environment. The ideal candidate must possess a minimum of five years of hands-on experience in a related field, along with a strong educational foundation in a relevant discipline. Proficiency in advanced software tools, programming languages, or specialized equipment is essential, depending on the role’s specific demands. Excellent problem-solving abilities, attention to detail, and the capability to work both independently and collaboratively are critical. Strong communication skills, both written and verbal, are required to convey complex information effectively to stakeholders at all levels. Candidates must demonstrate a proven track record of delivering high-quality results under tight deadlines while maintaining a commitment to continuous learning and innovation. Familiarity with industry standards, compliance regulations, and best practices is highly advantageous. Prior leadership or mentorship experience may be preferred for senior-level positions.
A degree in Finance, Business Administration, or a related discipline—whether at the diploma or bachelor’s level—is required.
Seasoned professionals with a track record in debt recovery, ideally within a Sacco, banking, or financial services environment, are encouraged to apply.
Exceptional proficiency in negotiation and communication is essential.
Proficient in navigating challenging discussions while fostering constructive and mutually beneficial member interactions.
Proficient in utilizing debt collection software and implementing advanced skip tracing methodologies.
Demonstrated expertise in utilizing Microsoft Office Suite applications is required.
Attributes:
Upholding the highest standards of integrity and ethical behavior is essential.
Candidates must demonstrate resilience and persistence throughout their roles, ensuring the ability to overcome challenges and maintain consistent effort in the face of obstacles.
Capable of performing tasks autonomously as well as collaborating effectively within a team environment.
Qualifications
BA/BSc/HND , Diploma , Professional Certificate , Vocational
Experience Required
5 years
