Area Collections Executive

Role Overview

The Area Collections Executive works directly with customers and field teams to resolve overdue accounts and improve repayment performance across an assigned area. By combining customer follow-up, portfolio analysis, and investigation of potential fraud or tampering, this role helps reduce defaults while supporting fair, effective collection practices.

Key Responsibilities

• Contact customers with overdue balances by phone and through field visits, agree on practical repayment steps, and follow up until accounts are brought up to date.
• Coordinate with Area Business Managers, Field Sales Executives, and Energy Officers to address delinquent accounts and prevent repeat missed payments.
• Review repayment patterns and area portfolio data to set daily, weekly, and monthly collection priorities.
• Identify and document suspected fraud or equipment tampering, investigate concerns, and refer complex cases, complaints, or suspected misconduct to the Fraud Management team.
• Coach field agents on risk procedures, customer collection approaches, and repossession processes.
• Track agents’ collection calls and repossession assignments, following up to ensure actions are completed on schedule.
• Conduct unannounced market visits to assess sales quality, gather local customer and repayment insights, and identify issues contributing to delinquency.
• Report field interventions, outcomes, and customer feedback to Sales and Risk teams each week; help develop and test collection processes that improve repayment and customer experience.

Requirements & Qualifications

• Bachelor’s degree; a qualification in Criminology or a related discipline is preferred.
• At least two years of relevant experience, ideally in collections, fraud identification, or fraud investigation.
• Strong Excel skills and the ability to review portfolio information, spot trends, and translate findings into collection plans.
• Sound judgement, close attention to detail, and practical problem-solving skills, particularly when handling suspected fraud or sensitive customer cases.
• Strong communication, presentation, planning, and organisational abilities, with effective relationship-building skills.
• Experience in credit management at a microfinance institution, bank, fintech, or PAYGO business is an advantage.
• Previous experience conducting field collections is an advantage.