Field Recovery Agent

Role Overview

The Field Recovery Agent manages overdue customer accounts through direct engagement, practical repayment negotiations, and visits to customers in the field. The role supports customers—particularly entrepreneurs— in finding a path back to repayment while helping protect the organisation’s financial health and meet recovery targets.

Key Responsibilities

• Manage an assigned portfolio of overdue accounts and work toward daily and monthly recovery targets.
• Contact customers to understand the reasons for missed payments and agree on realistic repayment arrangements.
• Investigate account questions and disputes, coordinating their resolution with relevant teams.
• Conduct customer visits and record outcomes, agreed actions, and follow-up plans.
• Work with branch teams, call centre staff, local administration, and community leaders where their support can assist recovery.
• Keep accurate collection records and maintain complete customer documentation.
• Handle recovery activity in line with applicable regulations, organisational policies, and ethical collection standards.

Requirements & Qualifications

• Diploma or degree in a business-related field.
• Experience in debt collection, including substantial customer engagement.
• Strong negotiation, communication, and interpersonal skills, with the ability to address sensitive situations constructively.
• Sound problem-solving ability and close attention to detail.
• Integrity and discretion in handling confidential customer information.
• Willingness to relocate and work anywhere in Kenya.
• Experience in microfinance, financial services, unsecured MSME lending, or field collections is advantageous.
• Knowledge of credit risk management, portfolio recovery, or engagement with local community stakeholders is an added advantage.