Credit Collection Officer

Role Overview

This position sits at the front line of the company's receivables effort, working directly with customers and tenants whose accounts have fallen behind. Day to day, the officer works through overdue lists, makes contact by phone, email and messaging, negotiates realistic payment arrangements, and keeps the records that show exactly what was promised and what actually came in. The work matters because every balance recovered strengthens cash flow and reduces the exposure carried by the wider finance and property management teams.

Key Responsibilities

• Work through daily and weekly arrears reports, ageing summaries and outstanding-balance lists to decide which accounts need attention first.
• Reach out to customers and tenants with overdue balances by phone, email and approved messaging channels, clearly stating what is owed and when it fell due.
• Secure and record payment commitments, then follow up on the agreed dates to confirm the money has actually arrived.
• Negotiate instalment or deferred payment arrangements within the limits set by company policy, and track whether each arrangement is being honoured.
• Escalate accounts with broken promises, long-standing arrears or unresolved disputes to the appropriate manager or department.
• Investigate disputed balances alongside Finance and Property Management and make sure corrections or clarifications are processed promptly.
• Keep customer records, collection trackers and payment notes current so that every account reflects its true position.
• Produce daily and weekly updates covering amounts recovered, remaining arrears and progress against individual collection targets, flagging the obstacles that are slowing recovery.

Requirements & Qualifications

• Diploma or bachelor's degree in Finance, Accounting, Business Administration, Commerce or a related discipline.
• One to three years of hands-on experience in debt collection, credit control, accounts receivable or a customer-facing finance role.
• Exposure to real estate, property management, banking, SACCOs or other financial services would be an advantage.
• A confident telephone manner and the ability to discuss money owed firmly but respectfully.
• Working knowledge of ageing reports, collection trackers and basic receivables reporting.
• Organised, persistent and comfortable managing a high volume of follow-ups against competing deadlines.
• Sound judgement on when to offer flexibility and when to escalate.
• Discretion in handling confidential customer and tenant information.

Applications close on 9 November 2026.