Collections Agents

Job Summary

The Collections Agent is responsible for supporting recovery efforts by engaging merchants with outstanding Merchant Cash Advance repayments. The role focuses on timely follow-ups, repayment support, accurate record keeping, and maintaining positive merchant relationships while ensuring professional and compliant collections practices.

This is a six (6) months contract-based role, renewable based on performance and business needs, ideal for a self-driven individual who thrives in a fast-paced, target-driven environment.

What Success Looks Like at Pesapal

• Solve for our customer: Engage merchants professionally, understand repayment challenges, and provide guidance on available repayment solutions.
• Deliver Exceptional Results: Achieve collection targets through consistent follow-ups, effective account management, and timely resolution of overdue repayments.
• Together we do great Work: Collaborate with Collections Officers and internal teams to share insights, escalate issues, and improve recovery outcomes.
• Own our Outcomes: Take accountability for assigned accounts by maintaining accurate records, following collection processes, and driving timely repayment.

Key Responsibilities

• Contact merchants with due or overdue repayments through approved channels including calls, SMS, email, and WhatsApp.
• Follow up on missed or partial repayments and support repayment arrangements within company guidelines.
• Achieve daily, weekly, and monthly collection and contact targets.
• Educate merchants on repayment balances, terms, and available payment options.
• Maintain accurate records of all merchant interactions, commitments, and outcomes in the CRM/collection system.
• Monitor early-stage delinquent accounts and take timely action to prevent further ageing.
• Handle merchant queries relating to repayments and escalate complex issues appropriately.
• Support the identification and escalation of high-risk or disputed accounts.
• Maintain fair, ethical, and compliant collections practices in line with company policies and regulatory requirements.

Education & Experience

• Minimum KCSE or equivalent qualification.
• 1–2 years' experience in collections, debt recovery, call centre, customer service, or credit operations.
• Experience within fintech, banking, SACCO, microfinance, or digital lending is an advantage.
• Proficiency in Microsoft Office and experience using CRM or collections systems is an added advantage.

Skills & Competencies

• Strong communication skills in English and Kiswahili.
• Good negotiation and problem-solving skills.
• Resilient, persistent, and comfortable working with targets.
• Professional and empathetic approach when handling merchant conversations.
• High integrity and ability to handle confidential customer information.