Area Collections Executive (Reliever) - LPG

Role Overview

This is a field-heavy collections role based out of a hub, focused on recovering value from defaulted and under-utilising accounts while protecting the quality of the overall portfolio. You will handle the most complex customer cases, coordinate repossessions and uninstallations, guide Energy Officers on difficult recoveries, and act as the escalation point for disputes, theft, tampering, and fraud. Your day-to-day decisions directly shape payment behaviour, reduce portfolio risk, and keep field teams aligned with recovery targets.

Key Responsibilities

• Lead default resolution efforts by executing repossessions, ensuring recovered units are returned to the depot, and following up with field teams to clear outstanding repossession cases.
• Contact allocated delinquent and low-consumption accounts to negotiate payment plans, resolve outstanding balances, and drive portfolio recovery within your hub.
• Verify client relocation requests, coordinate transfers between hubs, and manage recovery or account closure for customers moving outside operating areas.
• Handle urgent, unplanned uninstallation requests by mobilising field teams for quick product retrieval and escalating exceptional cases to management.
• Identify and report fraud, customer misconduct, and product tampering observed in the field, documenting evidence for the Risk Manager and following established reporting protocols.
• Resolve customer complaints from repossessions, review Energy Officer compliance with collections procedures, and agree on repayment schedules or dispute outcomes.
• Investigate conflicts between clients and Energy Officers, mediating fair resolutions and escalating serious or repeated issues to management.
• Act on stolen product reports by verifying incidents, coordinating recovery with the field team, and escalating confirmed cases to the Risk Manager.
• Assess repayment concerns and cookstove replacement requests by reviewing account and payment histories before approving adjustments or transfers.
• Clarify contractual terms and ownership transfer rules for customers, and resolve related contractual disputes.
• Provide verified client location and identification details to Energy Officers for engagement with customers who are avoiding contact, strictly following data protection policies.
• Escalate non-recoverable accounts from Energy Officers to the Risk Manager, while ensuring agents are not unfairly penalised for advance bulk payments in portfolio metrics.
• Compile weekly updates for Sales and Risk management teams covering interventions performed, results achieved, and customer insights from the field.
• Train Energy Officers on best practices for repossessions, managing difficult collection conversations, and completing collection calls and repossession tasks on schedule.

Requirements & Qualifications

• At least 2 years of experience in collections, preferably with a background in field collection activities.
• Credit management experience within a microfinance institution, bank, fintech, or PAYGO company is a strong advantage.
• Valid motorbike riding experience, as the role requires frequent field engagement to reach customers and field teams.
• Strong people skills with the ability to handle confrontational situations calmly and professionally.
• Working knowledge of fraud detection and investigation processes in a lending or asset finance context.
• Careful attention to detail, especially when documenting field incidents, customer interactions, and recovery actions.
• Proficiency in Microsoft Excel for tracking accounts, analysing payment behaviour, and reporting on recovery metrics.
• Demonstrated problem-solving capability to resolve disputes, recover assets, and balance customer needs with business risk.
• Excellent communication and presentation skills, with the ability to give clear updates to both field teams and management.
• Strong planning skills to organise daily field visits, prioritise repossessions, and keep agents on track with collection tasks.

What We Offer / Why Join

This role offers professional growth within a rapidly expanding company operating in a high-social-impact industry. You will join a collaborative, open-minded culture where colleagues are driven by innovation and the mission to make a meaningful difference for people and the planet. You will work in a truly multicultural environment, learning from teammates across different geographies and backgrounds. Structured learning and development programmes are available through the company’s leadership centre, helping you strengthen your managerial, leadership, and professional capabilities as you grow in your career.