Role Overview
In this collections role, you will manage a daily portfolio of overdue accounts, speak with customers about their arrears, and agree on practical repayment arrangements. Your work helps keep accounts within policy limits while delivering respectful service and ensuring customer concerns are recorded and handled appropriately.
Key Responsibilities
- Review assigned work queues and collection portfolios, prioritising accounts that need timely follow-up.
- Contact customers in arrears, discuss their circumstances, and seek workable settlement arrangements.
- Handle inbound calls, address complaints and service requests, and identify next steps for unresolved issues.
- Record conversations and customer details accurately to support follow-up and account management.
- Work toward monthly collection goals while following assigned shifts and break schedules.
- Refer sensitive or complex cases, including those involving deceased or disabled customers, to management.
- Coordinate with internal colleagues and external stakeholders to support effective account resolution.
Requirements & Qualifications
- Diploma or bachelor’s degree in a business-related discipline.
- One to two years of call centre or collections experience; experience in retail or financial services is an advantage.
- Fluent spoken and written English; Swahili language skills are an added advantage.
- Comfortable using computers and maintaining precise customer and call records.
- Strong organisation and time-management skills, with close attention to detail.
- Self-directed, target-focused approach and a commitment to helpful, respectful customer service.
648 open positions on Semasocial right now
· 12406 open positions in Nairobi County, Kenya
· 15 posted in the last 7 days
Contact Information
Comment