Collections Officer-Secured & Unsecured Portfolio

Role Overview

We are seeking a Collections Officer to join our dynamic team at Mwananchi Credit Ltd. You will manage delinquent accounts by contacting customers, negotiating repayment plans, and ensuring compliance with regulatory standards to reduce non-performing loans (NPLs). This role involves monitoring portfolios, sending demand letters, reconciling payments, following up on motor vehicle repossessions, initiating legal actions, and updating records to meet recovery targets.

Key Responsibilities

• Monitor assigned portfolios to identify overdue accounts and contact debtors via telephone, email, or field visits to secure payments
• Negotiate suitable repayment schedules with delinquent clients while maintaining high customer service standards
• Maintain accurate, detailed records of all communication, repayment progress, and actions taken in the bank's system
• Prepare daily, weekly, or monthly reports on collection activities, including debtor ageing analysis and recovery progress
• Ensure all debt collection activities strictly comply with Central Bank of Kenya (CBK) regulations, internal bank policies, and ethical standards
• Liaise with legal teams or external debt collectors for severely delinquent accounts, including preparing documentation for court action
• Resolve billing disputes, respond to account queries, and promote positive customer relationships while managing debt recovery

Required Qualifications & Skills

• Bachelor's degree or Diploma in a business-related field (Accounting, Finance, Business Administration, or Social Sciences)
• 1–5 years of experience in debt collection within a bank or financial institution in Kenya
• Exceptional negotiation, persuasion, and conflict-resolution skills
• Strong proficiency in Microsoft Office applications

Location

Nairobi, Kenya