Debt Collector (Collections Officer)

About the role

The Debt Collector will join the Credit & Collections department of FSI Capital, a micro‑finance institution based in Nairobi. The role focuses on recovering overdue balances while preserving positive relationships with clients and complying with all regulatory and company guidelines.

Key responsibilities

• Contact customers via phone, email and written correspondence to follow up on overdue accounts.
• Negotiate repayment terms and structured payment plans in line with company policy.
• Monitor assigned portfolios, prioritize collection actions and update the collection system with accurate activity records.
• Investigate billing or payment discrepancies and resolve them promptly.
• Escalate high‑risk or complex cases to management and collaborate with credit, legal and customer‑service teams.
• Conduct on‑site visits for difficult cases when required.
• Achieve or exceed collection targets and key performance indicators.

Required profile

• Diploma in Finance, Business Administration, Accounting or a related field.
• Up to 12 months of experience in debt collection, credit control or customer service.
• Strong negotiation and communication abilities.
• Good understanding of financial products and credit processes.
• Professional and ethical handling of difficult conversations.

Required skills

• Customer relations
• Payment collection
• Accounting
• Bookkeeping
• Credit auditing
• Credit handling