Debt Collection Agent

About the role

Phillips International Auctioneers is looking for a Debt Collection Agent to follow up on delinquent accounts placed by its clients and implement recovery action plans that achieve timely, maximum recovery of outstanding debts while staying professional, ethical and fully compliant with regulations. The agent reports to the Team Leader.

Key responsibilities

• Manage an allocated portfolio of delinquent accounts according to the Team Leader's strategy and follow-up schedule, within client instructions, company policy and applicable regulations.
• Receive, record, verify and validate debtor and account details supplied by clients.
• Contact debtors by telephone, SMS, e-mail, letter and scheduled visits to recover outstanding amounts.
• Trace and locate debtors with outdated or unreachable contact details using the Skip Trace Center tools and procedures.
• Advise debtors on options to clear their debts and explain the consequences of non-payment.
• Negotiate payment arrangements, record Promises to Pay accurately and follow up daily until commitments are honoured.
• Submit approval requests for negotiated settlements and discounts and follow them through to full settlement.
• Assess whether a debt is collectible and recommend escalation of non-responsive or high-risk accounts (legal action, field recovery or attachment) to the Team Leader.
• Resolve and mediate disputes between debtors and clients, escalating unresolved cases promptly.
• Issue demand and reminder letters, keep account files properly documented, and verify proof of payment before updating account status and initiating clearance.
• Update the collections system in real time with call notes, contact outcomes, PTPs and payments received.
• Achieve daily, weekly and monthly collection targets and KPIs, and prepare collection reports and account status updates.
• Respond to debtor and client correspondence in a timely, professional manner and keep data confidential in line with the Data Protection Act, 2019.
• Take part in team meetings, trainings and performance reviews and suggest improvements to the collection process.

Required profile

• Diploma in Business Administration, Banking/Credit Management, Finance, Accounting, Sales and Marketing or a related field from a recognised institution.
• At least 1-2 years' experience in debt collection, credit control, call centre or sales and marketing; a banking or credit management background is an added advantage.
• Fluency in English and Kiswahili, spoken and written.
• Working knowledge of data protection requirements and ethical collection practices is an added advantage.

Required skills

• Proficiency in Microsoft Office (Word, Excel, Outlook) and ability to work with collections or CRM systems.
• Strong negotiation, persuasion and customer-handling skills, including managing difficult conversations.
• Excellent written and verbal communication, strong analytical and problem-solving skills.
• Ability to work under pressure, meet targets and deadlines, and maintain confidentiality.

Candidates apply by sending a detailed CV with three professional referees, a copy of their National ID and copies of academic and professional certificates, quoting the position title in the subject line. Only shortlisted candidates will be contacted; canvassing leads to automatic disqualification.