Collection Specialist / Representative

About the role

We are seeking a Collection Specialist/Representative to oversee daily visits and relationship management with payment collection agents and distributors. The role ensures clear communication of company policies, drives collection performance, and supports agents in serving Safaricom customers.

Key responsibilities

• Maintain daily contact with collection agents and distributors, establishing a stable communication mechanism.
• Collaborate with the sales team to recruit agents in unserved areas and assess their local collection capabilities.
• Communicate the latest payment collection policies, incentive programs, and Safaricom access regulations to agents.
• Deliver training on repayment psychology, M-Pesa payment failures, on‑site visit narratives, and follow‑up techniques.
• Guide agents on recommending suitable small system packages to low‑consumption customers and managing overdue risk.
• Support agents in using the post‑loan management system for overdue lists, collection records, and lost‑contact reporting.
• Conduct on‑site visits to major overdue customers (90+ days) and develop collection strategies with agents.
• Verify dispute cases, collect evidence, and report to risk control/legal departments.
• Set and monitor monthly collection targets, issue performance agreements, and trigger early‑warning interventions.
• Manage receipt, inventory, registration, coding, and allocation of photovoltaic system assets.
• Collect and report root causes of customer delinquency and identify agent fraud risks.
• Maintain asset transfer records and oversee asset recovery, write‑off, and disposal processes.
• Troubleshoot simple product issues and assist technical teams on‑site.

Required profile

• Proven experience in field collections, agent supervision, and relationship management.
• Strong understanding of payment collection processes, especially M-Pesa and Safaricom regulations.
• Ability to train and coach agents on sales, collection techniques, and product knowledge.
• Experience with post‑loan management systems and asset inventory control.
• Analytical mindset to identify delinquency drivers and fraud risks.
• Excellent communication and negotiation skills for on‑site visits and stakeholder coordination.

Required skills

• M-Pesa payment platform
• Post‑loan management system
• Photovoltaic asset inventory management