Collections Officer – Vehicle Asset Finance

About the role

The Collections Officer – Vehicle Asset Finance will join a leading commercial bank in Nairobi, focusing on minimizing loan defaults and driving recoveries for vehicle asset finance portfolios. The role combines proactive customer engagement across multiple channels with rigorous compliance to protect the bank’s reputation.

Key responsibilities

• Conduct telephonic and digital collections on arrears accounts, securing realistic “Promise to Pay” agreements.
• Handle customer enquiries via phone, email, WhatsApp, SMS, and chat, delivering accurate information within service standards.
• Educate customers on self‑service options and appropriate channels to improve repayment behavior.
• Maintain detailed call records, update customer information, and refer unresolved cases to relevant departments.
• Perform movable asset tracing in collaboration with tracking companies and repossession agents.
• Prepare and submit comprehensive portfolio reports and recommendations to management.
• Ensure compliance with statutory, regulatory, and internal policies throughout all interactions.
• Achieve daily and weekly collection targets while adhering to average handling time benchmarks.

Required profile

• Experience in loan collections, preferably within vehicle or asset finance.
• Strong customer‑service orientation with the ability to communicate clearly across multiple channels.
• Knowledge of banking regulations, compliance requirements, and product‑specific policies.
• Ability to work under pressure, meet targets, and maintain high call activity levels.

Required skills