Debt Collections Agent

Debt Collections Agent

The Opportunity

As a Debt Collections Agent, you'll play a critical role in protecting the quality of our loan portfolio while maintaining positive customer relationships. You'll work closely with customers, branch teams and internal stakeholders to recover overdue accounts through ethical, professional and solutions-focused engagement. This role combines field collections, customer relationship management and portfolio performance, making it ideal for someone who enjoys solving problems, negotiating effectively and making a measurable business impact.

What You'll Be Doing

Manage Customer Accounts

• Proactively manage assigned customer accounts to ensure timely recovery of overdue payments.
• Consistently achieve daily and monthly collection targets through effective planning and execution.
• Conduct timely follow-up on defaulted accounts to maximise recoveries.
• Investigate and resolve customer queries while maintaining positive customer relationships.

Protect Portfolio Quality

• Monitor delinquent accounts and implement appropriate recovery strategies.
• Work closely with branch teams and the Call Centre to reduce portfolio risk and improve recoveries.
• Develop practical repayment solutions that support both the customer and the business.
• Contribute to maintaining a healthy and sustainable loan portfolio.

Field Recovery & Stakeholder Engagement

• Conduct field visits to support debt recovery activities.
• Prepare detailed recovery reports and action plans following field engagements.
• Collaborate with branch teams during recovery campaigns to maximize collection performance.
• Build productive working relationships with local administration, community leaders and security agencies where appropriate to support recovery efforts.

Reporting & Compliance

• Maintain accurate and up-to-date collection records and customer documentation.
• Provide regular reports on recovery progress, challenges and recommendations.
• Ensure all collection activities comply with company policies, regulatory requirements and ethical collection practices.
• Uphold the highest standards of professionalism, integrity and customer confidentiality.

What We're Looking For

Essential

We're looking for someone who has:

• A Diploma or Degree in a Business-related field.
• Previous experience in debt collection (mandatory).
• Strong communication, negotiation and interpersonal skills.
• Excellent organisational and time management skills.
• High attention to detail and strong problem-solving ability.
• Ability to manage confidential information with discretion.
• A strong customer service mindset and professional approach.
• Ability to work independently while contributing effectively within a team.
• Willingness to relocate anywhere within Kenya.

Desirable

It would be an advantage if you have:

• Experience within financial services, micro-finance or lending.
• Experience conducting field collections and customer visits.
• Experience working with community stakeholders and local administration.
• Knowledge of credit risk management and portfolio recovery strategies.

You'll Thrive in This Role If You

• Stay calm, resilient and solution-focused under pressure.
• Balance commercial outcomes with empathy and respect for customers.
• Take ownership of your portfolio and consistently deliver results.
• Enjoy working both in the field and collaboratively with internal teams.
• Have a strong sense of integrity and accountability.
• Believe in responsible lending and helping entrepreneurs recover and succeed.