Collections Officer at DAG Industries Nigeria Limited

About the Role

The Collections/Repayments Officer is responsible for managing a portfolio of clients to ensure timely weekly repayment of loans. This role requires strong relationship-building skills, disciplined follow-up, and effective conflict resolution. The Officer must maintain accurate records, communicate professionally, and ensure high levels of client trust while safeguarding the company's asset finance portfolio.

Key Responsibilities

Client Relationship Management

• Maintain ongoing weekly communication with every client in the assigned portfolio (approximately 200 clients)
• Build and nurture trusted, professional relationships with clients through consistent and respectful interaction
• Understand each client's circumstances, challenges, and financial behaviour to provide appropriate support
• Serve as the primary contact for clients relating to their loan accounts

Weekly Collections and Repayment Monitoring

• Ensure each client makes their weekly loan repayment on time, every week, without exception
• Conduct proactive calls and follow-ups to remind, confirm, and secure repayments
• Monitor repayment patterns and identify early warning signs of potential delinquency
• Work closely with the Finance Team to reconcile payments and ensure accurate tracking

Conflict Resolution and Problem-Solving

• When a client is unable to make a payment, discuss the situation in detail and document all information
• Record all conversations, agreements, and revised commitments in the company's Portfolio Management System (PMS)
• Maintain professionalism during difficult conversations, ensuring solutions are fair and clearly understood
• Escalate immediately to the Collections Manager if: no agreement can be reached, a dispute arises, or a client becomes uncooperative
• Collaborate closely with the Collections Manager to ensure amicable resolutions

Portfolio Management and Reporting

• Maintain comprehensive portfolio management records and documentation