Collections Officer, Vehicle Asset Finance

About the role

A top-tier commercial bank, one of Africa's largest financial institutions, is recruiting a Collections Officer for its Vehicle Asset Finance function in Nairobi. The role focuses on recovering on non-performing loans while retaining and rehabilitating customers, and involves customer contact, collections and asset tracing. The contract is for 1 year and starts immediately.

Key responsibilities

• Perform collections to reduce the forward roll rate of potential non-performing loans and increase recoveries, with emphasis on customer retention, education and rehabilitation
• Handle customer enquiries and requests by phone, email, WhatsApp, interactive SMS and chat, within agreed service times and quality standards
• Initiate collections engagements through the available channels
• Submit reports and documentation to the manager on portfolio management recommendations
• Carry out movable asset tracing with tracking companies and repossessions agents
• Make telephone collections on arrears accounts to obtain realistic promise-to-pay arrangements
• Confirm and update customer records, refer requests to the relevant departments and refer uncontactable accounts to tracing
• Follow product policies, compliance procedures and verification requirements, and meet daily and weekly targets

Required profile

• Degree in Business, Commerce, Economics, Social Sciences or another relevant specialty
• 1-3 years of collections experience, preferably in a credit or collections environment
• Good knowledge of credit policies and procedures
• Sound vehicle and asset finance product knowledge is an advantage
• Knowledge of applicable legislation

Required skills

• Computer literacy
• Data and analytics skills
• Telephone communication and negotiation skills