What you will do:

• Contact customers to negotiate and establish mutual beneficial repayment schedules and terms.
• Process and organize debt collection correspondence and related documentation.
• Ensure compliance with contractual obligations and regulatory requirements.
• Maintain accurate and up-to-date records of customer accounts including communication history and payment status.
• Build and maintain positive relationships with customers to facilitate smooth debt recovery and to minimize future delinquencies.
• Address and resolve debtor inquiries, complaints or concerns in a timely and professional manner.
• Identify and suggest improvements to the debt collection process to enhance efficiency and effectiveness.
• Achieve and exceed set debt recovery targets and performance metrics.
• Perform other related duties as assigned by the management

Requirements

What you need:

• Diploma/Degree in Business Administration, or related field.
• Relevant Call center experience will be an added advantage.
• Strong desire to learn along with professional drive.
• Excellent communication and interpersonal skills.
• Strong analytical & problem-solving skills.
• Exellent listerning skills
• Excellent computer skills.
• Ecellent negociation skills
• Ability to adapt quickly and work independently.
• Fluent in English and Swahili.
• Confidence

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What you will do:

• Organize and coordinate work tasks to ensure efficient operations.
• Ensure full compliance with ethical standards, company policies, and procedures.
• Maintain confidentiality of company and customer information at all times.
• Ensure timely execution and completion of duties assigned under this Job Description.
• Maintain full knowledge of the company’s operations, structure, products, and services.
• Monitor and enforce customer contractual obligations, payment timelines, and debt recovery processes.
• Supervise team activities to ensure achievement of set collection targets.
• Monitor, train, and support staff on the use of call centre tools and the company ERP system.
• Identify training needs and develop relevant training materials for the team.
• Allocate portfolios and distribute daily tasks to debt collection agents.
• Conduct performance reviews in line with company requirements.
• Engage customers and advise on viable debt repayment solutions.
• Ensure accurate and up-to-date customer data is maintained and accessible to relevant stakeholders.
• Conduct coaching sessions, call listening, and call calibration for agents.
• Handle customer inquiries via calls and in-person office visits when required.
• Provide recommendations for continuous improvement of debt collection processes.
• Perform any other duties as assigned.

Requirements

WHAT YOU NEED

• Diploma or Degree in Business Administration, Marketing, or a related field.
• Minimum of two (2) years’ experience in debt collection, customer support, or call centre operations, preferably within a financial institution.
• Strong communication and interpersonal skills.
• Excellent analytical and problem-solving abilities.
• Ability to work independently and adapt quickly in a fast-paced environment.
• Fluency in both English and Swahili.

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What you will do:

• Filing and maintaining detailed incident reports.
• Receiving all Emergency Calls from Clients.
• Immediate response to reported theft or loss of financed assets.
• Locating assets using GPS and coordinating with police, boda chairs, and field recovery staff and update on Dc card.
• Advice Client to obtain police report on all theft cases and update the Police report (OB) number on the DC card.
• Assist in negotiation of recovery facilitation when the client is not available and update the client on the cost needed during recovery.
• Update the client once the bike has been recovered whether taken to the yard or at police station.
• Liaising with local leaders, police, and security teams.
• Supporting investigation and recovery operations to minimize company loss.
• Educating clients on theft prevention and asset security.
• Share an Email of all emergency cases of non-recovered units every day and 8:00am that should be copied to HOD, ESD, Dc field manager and investigation team lead.
• Any other task that may be assigned by management.

Requirements

WHAT YOU NEED

• Should have a Diploma/Degree in Criminology or any other relevant academic background.
• Must have Excellent communication and interpersonal skills.
• Should be Proficiency in Microsoft Office Suite (Excel, Word and PowerPoint is a must).
• Must have Strong analytical & problem-solving skills.
• Should have the ability to adapt quickly and work independently.
• Should have the ability to be resourceful and proactive when issues arise.
• Must have excellent organizational skills and have high levels of integrity.

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What you will do:

• Visiting clients with overdue cases, persuading them to make payments and ensure payment compliance.
• Repossession of offline Bodas from clients who have failed to comply with the contractual payment schedule and where telephone follow up and demand letters deemed in effective.
• Handle debt recovery and asset repossession in a professional manner.
• Work closely with police officers and different government agencies on matters regarding Mogo financed asset to ensure safe custody of our asset.
• Be well informed and up to date on new measures and laws regarding bikes and their impact on our daily operations.
• Preparation of detailed investigation reports on missing bikes and give recommendations to internal credit analysts on risk analysis and approvals.
• Compile reports about incidents and give recommendations on how they can be avoided in the future.
• Be innovative on better ways of tracking and monitoring the assets.
• Preparation of weekly and monthly actual recovery reports and strategies.

Requirements

WHAT YOU NEED

• Minimum education requirement: Kenya Certificate of Secondary Education (KCSE).
• Previous experience in debt recovery will be an added advantage.
• Customer-oriented attitude.
• Must have a driving License including A2.
• Self-motivated with willingness to take initiative and solve complex problems
• Ability to thrive in a fast-paced and sometimes high-pressure environment
• Excellent negotiation and analytical skills
• Fluent in English and Swahili.
• Men are highly encouraged to apply.
• A2 DRIVING LICENSE IS A MUST

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Requirements

• 4+ years in project management, with at least 2 years delivering technology projects with external vendors
• Working understanding of APIs. You can test API and compare and document its answer.
• Process-minded. You naturally turn messy work into clear steps, templates and standard cycles
• A track record of shipping. Be ready to walk us through 2 projects you took from kickoff to live – what went wrong and what you did about it
• Relentless, structured follow-up. Comfortable chasing vendors and senior colleagues without damaging the relationship
• Curious and creative. You bring ideas, not just execute tasks
• Clear, short written updates
• Comfortable with data: Excel, reading dashboards, basic analysis

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Key Responsibilities:

• Manage all early and middle debt collection in a call center.
• Manage team resources to ensure that all operational KPIs are met and required activities for each customer are done on time.
• Serve as the primary technical owner of Webitel, Chase It, Grafana and telephony infrastructure.
• Partner with the Prompt Engineer to drive AI improvements and reporting.
• Lead A/B testing. Drive automation and process improvements.
• Monitor the quality of outbound calls to ensure professionalism and good customer service.
• Monitor and train staff on the use of call center tools in the department and the company’s ERP system.
• Ensure daily quality call thresholds are met and outcome objectives are achieved.
• Identify training needs and recommend or prepare training material.
• Monitor and ensure proper use of debt collection tools.
•  Ensure that the debt collection process flow is adhered to and that comments are properly recorded in the ERP system.
• Submit suggestions on debt collection process improvements. Skills & Competencies
•  High level of attention to detail and accuracy
• Strong analytical and investigative skills
• Excellent communication skills (especially phone-based verification)
• Strong integrity and confidentiality standards
•  Ability to make sound judgment under pressure
• Good record-keeping and documentation skills
•  Basic digital literacy (CRM systems, mobile tools, spreadsheets)

Leadership and Management:

• Supervise team leaders with a total team of 200 agents by coordinating all daily activities and processes for delivery of set target
• Lead the daily operations of the overdue collections team.
• Supervise and motivate team leads and agents to meet performance goals.
• Provide ongoing training, coaching, and feedback.
• Monitor and optimize team performance through regular reviews and call monitoring.
• Ensure compliance with regulatory requirements and company policies.
• Address escalated customer issues and provide solutions for customer satisfaction.
• Foster a customer-centric culture, emphasizing respectful and ethical debt collection practices.
• Prepare and present regular reports on team performance, key metrics, and collection trends.
• Set targets for the team, share for approval, and ensure they are met.
• Develop and implement strategies to optimize workflows and enhance efficiency.
• Ensure ongoing Performance Improvement Plans (PIPs) are in place, with regular meetings and  follow-ups.
• Collaborate with other departments for compliance and performance improvement.
• Report to the Head of Department on team performance and trends.
• Any other duties that may be assigned.

Requirements

WHAT YOU NEED

• Must have a university degree in a relevant field.
• At least 2 years of previous experience in the position of call center manager, debt collection manager, or a similar role in a busy call center is key.
• Experience in contact center automation processes
• Must have a high sense of responsibility, precision, and the ability to plan and set priorities and targets.
• Must have excellent communication skills.
• Should be proficient in MS Office.
• Excellent knowledge of both Swahili and English languages.
• Experience with Webitel, Grafana, BI tools, telephony and AI.
• Strong analytical and stakeholder management skills.