Debt Collection Agent

About the role

We are seeking motivated Debt Collection Agents to join our team in Westlands, Nairobi. You will be responsible for contacting customers with overdue loans, negotiating repayment plans, and ensuring timely collections while maintaining professional relationships.

Key responsibilities

• Contact delinquent borrowers via phone, SMS, WhatsApp, email and approved channels to communicate balances and repayment options.
• Negotiate structured repayment plans within company guidelines and follow up on broken promises‑to‑pay.
• Understand customers' payment difficulties, provide solutions, and handle complaints or disputes.
• Manage an assigned portfolio, prioritising accounts by age, balance, risk and recovery probability.
• Maintain accurate records of all collection activities in the CRM, including conversations, commitments and payments.
• Prepare daily and weekly collection reports and reconcile any discrepancies.
• Meet or exceed daily, weekly and monthly recovery targets and escalation thresholds.

Required profile

• Experience in debt collection, loan recovery or related financial services.
• Strong communication and negotiation abilities.
• Detail‑oriented with the ability to manage multiple accounts simultaneously.
• Professional, respectful and solution‑oriented attitude towards customers.

Required skills

• Proficiency with CRM software for tracking collection activities.