Key Responsibilities

• Proactively monitor debtor accounts to identify those with overdue payments.
• Contact debtors via phone, email, letters, or in-person (field visits), to request payment of outstanding balances.
• Negotiate payment plans, settlements, or other repayment arrangements consistent with company policies.
• Follow up persistently to ensure payments are made as agreed.
• Investigate and resolve any discrepancies in debtor accounts, such as mismatches, disputes, or incorrect billing.
• Maintain accurate and up-to-date records of all communications, payments, promises to pay, and outstanding balances.
• Comply with all relevant laws, regulations, policies, and ethical standards applicable to debt collection.
• Handle debtor personal data in accordance with the Data Protection Act 2019: maintain confidentiality, secure storage, only use for authorized purposes.
• Meet or exceed collection targets or performance metrics.
• Communicate effectively with internal stakeholders to ensure clarity and consistency in processes.

Qualifications & Skills

• Minimum of a high school certificate. Additional qualifications in finance, accounting, business, public relations, or a related field is an advantage.
• Prior experience in debt collection, credit control, telemarketing, insurance, or related finance / customer-facing roles is beneficial.
• Strong negotiation and persuasion skills.
• Excellent verbal and written communication abilities.
• Good problem-solving skills and attention to detail.
• Ability to work under pressure, handle difficult conversations, and maintain composure.
• Familiarity with relevant legal and regulatory frameworks governing debt collection in Kenya.
• Proficient in using computers, debt collection or CRM software, and basic spreadsheet tools.
• Good time management skills; ability to prioritize tasks and manage a large number of accounts.
• High level of integrity and ability to handle sensitive/confidential information.