Collections Officer - Car Finance

About the role

Hakki Car Finance Limited is hiring a Collections Officer in Westlands, Nairobi. The role manages client loan portfolios, optimizes collection operations and reduces portfolio risk by giving clients structured support and strategic repayment guidance. The ideal candidate communicates confidently with customers, negotiates payment arrangements and meets collection targets while keeping positive relationships.

Key responsibilities

• Monitor and prioritize overdue and defaulted accounts in the CRM to limit exposure and maximize collections.
• Contact clients by phone, SMS and email, negotiate realistic repayment plans and follow up on broken promises.
• Hold one-on-one consultations with clients to agree on debt resolution options.
• Set up automated payment options such as M-Pesa Ratiba standing orders.
• Draft Repayment Commitment Letters with clear, scheduled recovery terms.
• Administer statutory recovery procedures, issue legal notices and escalate complex accounts for collateral recovery instructions.
• Ensure all collection activities comply with company policy, applicable laws and ethical practices.
• Coordinate NTSA inspections, changes to vehicle particulars (tax classification, engine number) and reflective number plate applications.
• Keep accurate records, escalate disputed accounts and handle customer concerns professionally.
• Prepare regular collection reports, work with other departments and meet daily, weekly and monthly targets.

Required profile

• Diploma or Bachelor's degree in Business Administration, Banking & Finance, Credit Management or a related field.
• 1-3 years of experience in debt collection, credit control, customer service or a related role.
• Experience with collection targets and customer account portfolios is an added advantage.

Required skills

• Excellent verbal and written communication, negotiation, persuasion and conflict-resolution skills.
• Customer service and relationship management skills.
• Strong attention to detail and record-keeping.
• Good problem-solving and decision-making abilities.
• Proficiency in Google Workspace and relevant collection systems or CRM tools.