FCA Agent – Collections Specialist

About the role

The FCA Agent is responsible for managing a portfolio of accounts, ensuring timely collection of outstanding payments, and maintaining strong customer relationships. You will work closely with the collections team to meet recovery targets while adhering to legal and procedural guidelines.

Key responsibilities

• Track assigned accounts, log all customer interactions (calls, chats, face‑to‑face) in the system.
• Develop and execute action plans to recover overdue payments.
• Skip‑trace, locate, and contact defaulted customers to negotiate payment or arrange collateral repossession.
• Negotiate repayment schedules courteously and professionally.
• Collaborate with team members during collection drives to achieve targets.
• Maintain customer loyalty while pursuing collections.
• Prepare daily, weekly, and monthly collection reports.
• Provide operations with market intelligence from branch activities.
• Maintain good relations with local law enforcement as needed.
• Ensure compliance with recovery procedures and relevant laws.

Required profile

• Mid‑level experience (minimum 24 months) in collections, credit, or related finance functions.
• Strong communication and negotiation abilities.
• Professional, courteous, and diligent approach to customer interactions.
• Ability to work independently and as part of a team.
• Familiarity with Kenyan collection regulations and procedures.

Required skills

• No specific technical skills required.

What we offer

• Competitive monthly salary ranging from 15,000 to 20,000 KES.
• Performance‑based commission structure.
• Opportunity to develop expertise in debt recovery within the banking and finance sector.