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 phone, in-person meetings, and skip tracing. Responsibilities include preserving the integrity of the loan portfolio and ensuring prompt collection of outstanding debts while adhering to the principles of Combo Sacco.
Oversee and manage key operational duties to ensure organizational efficiency and effectiveness. Develop and implement strategic initiatives to support long-term objectives while maintaining high performance standards. Collaborate with cross-functional teams to drive project completion and meet critical deadlines. Provide leadership and guidance to team members to foster a productive work environment. Monitor progress and performance metrics to identify areas for improvement and implement corrective actions. Ensure compliance with company policies, industry regulations, and quality standards. Facilitate communication between departments to streamline processes and enhance collaboration.
Responsible for conducting outbound collections calls to customers with outstanding balances, ensuring prompt and courteous communication while maintaining compliance with company policies and regulatory guidelines. Engages with delinquent accounts to negotiate payment arrangements and resolve outstanding obligations efficiently. Demonstrates strong interpersonal skills to handle difficult conversations professionally and achieve satisfactory resolution outcomes. Complies with all collection procedures, documentation standards, and ethical practices to minimize disputes and uphold company reputation.
Initiate and manage outgoing calls to borrowers who have overdue loan accounts, ensuring timely follow-up and adherence to established protocols.
Demonstrate proficiency in articulating payment deadlines and engaging in constructive discussions to establish feasible repayment schedules.
Physical site visits are required to conduct thorough assessments, gather essential data, and ensure compliance with established protocols. These visits involve on-site evaluations, direct interactions with stakeholders, and detailed documentation of findings to support informed decision-making. Travel to designated locations, adherence to safety guidelines, and timely completion of assigned tasks are mandatory components of this role.
Perform on-site assessments to engage with borrowers in remote or hard-to-access locations, necessitating direct, in-person communication to facilitate productive discussions and gather essential information.
Evaluate repayment schedules and explore viable options for resolving overdue accounts through collaborative discussions with clients.
Skip tracing involves meticulously locating individuals who have become difficult to find, often due to outdated contact information or deliberate evasion. This process demands a keen eye for detail, persistence, and proficiency with various investigative tools and databases. Successful skip tracers leverage public records, social media, and other resources to uncover current addresses, phone numbers, and employment details. They must adhere to legal and ethical guidelines while handling sensitive information, ensuring compliance with privacy laws such as the Fair Credit Reporting Act. Strong research skills, analytical thinking, and the ability to synthesize disparate data points into actionable intelligence are essential for this role.
Investigate and identify individuals who have moved without supplying updated contact details by leveraging multiple databases and technological solutions.
Investigate and compile data to determine the locations of individuals in default of their obligations.
Resolve issues through negotiation by identifying key concerns and implementing effective solutions to achieve mutually beneficial outcomes while maintaining strong professional relationships.
Craft tailored repayment schedules in partnership with borrowers, meticulously ensuring they align with each individual’s financial situation.
Diligently oversee repayment schedules, conducting proactive follow-ups to verify adherence to established commitments and ensure timely fulfillment of financial obligations.
Oversee the systematic organization, maintenance, and retrieval of physical and digital records to ensure compliance with regulatory standards and internal policies. Implement and enforce records retention schedules, ensuring timely disposal or archiving of documents as required. Collaborate with departments to streamline record-keeping processes, identifying opportunities for efficiency and accuracy improvements. Verify the integrity and accessibility of stored information, implementing safeguards against unauthorized access, loss, or damage. Prepare and present reports on records management activities, including audits, inventory assessments, and compliance metrics. Train staff on proper records handling procedures and data protection protocols to mitigate risks associated with improper record management. Maintain up-to-date documentation of all records-related activities and ensure alignment with organizational and legal requirements.
Ensure precise and current documentation of all communications, agreements, and account statuses.
Compile comprehensive reports detailing collection activities and their corresponding results for executive assessment.
Compliance and Ethics: Ensuring adherence to regulatory standards, internal policies, and ethical guidelines is a fundamental responsibility of this role. This encompasses monitoring organizational activities, identifying potential risks, and implementing corrective measures to mitigate compliance breaches. Additionally, the position requires fostering a culture of integrity, providing guidance on ethical dilemmas, and conducting training sessions to reinforce compliance awareness across all levels of the organization. Strong analytical skills, attention to detail, and the ability to interpret complex regulations are essential for success in this position.
Ensure all collection practices strictly adhere to applicable legal mandates and established organizational policies.
Preserve the confidentiality and integrity of member information at all times.
We are seeking a highly motivated and experienced professional to join our team. Applicants must possess a minimum of five years of relevant work experience, along with a bachelor’s degree in a related field. Strong analytical skills, proficiency in industry-standard software, and excellent communication abilities are essential. The ideal candidate will demonstrate a proven track record of leadership and the capacity to manage multiple projects simultaneously. Additionally, candidates should exhibit a commitment to continuous learning and professional development.
A Bachelor’s degree or diploma in Finance, Business Administration, or a related discipline is required.
Experienced professionals in debt recovery, ideally with a background in Sacco’s, banks, or other financial institutions, are encouraged to apply.
Exceptional proficiency in negotiation and communication is essential.
Demonstrated skill in navigating challenging discussions while fostering constructive and collaborative member interactions.
Proficiency in utilizing debt collection tools and skip tracing methodologies is essential.
Demonstrates strong competency in utilizing Microsoft Office applications effectively.
Attributes:
Demonstrates unwavering integrity and adheres strictly to ethical standards in all professional interactions and decision-making processes.
We value resilience and perseverance in our team members.
Demonstrates a strong capacity to operate autonomously as well as collaborate effectively within a team setting.
Qualifications
BA/BSc/HND , Diploma , Professional Certificate , Vocational
Experience Required
5 years
