Debt Collections Officer

Role Overview

As a Debt Collections Officer, you will join an established auctioneering and asset recovery firm in Nairobi’s central business district, working to recover money owed on defaulted bank loan products and non-performing accounts. On a typical day, you will move between structured telephone negotiations from the office and planned field visits across Nairobi and surrounding areas to trace debtors, inspect collateral, and secure realistic payment commitments. Your efforts directly shape the firm’s cash flow and client trust, since successful recoveries depend on firm but fair engagement that stays within legal and ethical boundaries.

Key Responsibilities

• Manage a dedicated portfolio of delinquent accounts by making systematic follow-up calls, sending reminders, and documenting every interaction with accurate notes.
• Plan efficient daily field routes to trace hard-to-reach debtors, verify physical addresses, inspect assets or collateral, and conduct face-to-face repayment discussions.
• Negotiate realistic repayment plans and promise-to-pay commitments with borrowers, then monitor compliance against agreed installment schedules.
• Update recovery records consistently in debt collection platforms such as Smartcollect and the firm’s CRM, ensuring all call logs, visit findings, and payment promises are captured immediately.
• Use Excel and other reporting tools to track portfolio aging, flag high-risk accounts, and prepare weekly recovery summaries for the Collections Manager.
• Address debtor disputes, payment plan adjustments, and complaints professionally while staying within the boundaries of Kenya’s debt recovery regulations.
• Escalate unresolved or complex accounts to the legal, auctioneering, or repossession teams when formal recovery action becomes necessary.
• Meet individual and team collection targets while maintaining a courteous approach that protects the company’s reputation.

Requirements & Qualifications

• Diploma in Business Administration, Finance, Credit Management, or a closely related field.
• At least one year and up to three years of hands-on experience in debt collection, credit control, or bank loan recovery, with clear evidence of achieved recovery results.
• Practical experience conducting field trace visits, door-to-door collection calls, and in-person debtor negotiations.
• Working knowledge of collection software and CRM tools; experience with Smartcollect is an advantage.
• Proficiency in Microsoft Excel and Word for portfolio tracking, reporting, and professional correspondence.
• Excellent communication skills in both English and Kiswahili, with the ability to remain clear and assertive in difficult conversations.
• Demonstrated time management, negotiation, and conflict-resolution skills, plus the discipline to work independently with minimal supervision.
• Strong integrity, confidentiality, and respect for regulatory guidelines governing ethical debt collection.

What We Offer / Why Join

This is a full-time position based in Nairobi CBD, with an 8:00 AM to 5:00 PM schedule and local travel required as part of field collections. The role offers a monthly remuneration range of KSh 15,000 to 30,000 depending on qualifications and experience, along with the opportunity to build verified expertise in asset recovery and auctioneering processes.