Position Overview:

• The Debt Collector is responsible for contacting individuals or businesses who owe money to the company and negotiating payment arrangements. This role requires effective communication skills, problem-solving abilities, and the ability to handle sensitive situations professionally. The Debt Collector will work to reduce outstanding debt while maintaining positive relationships with clients or customers.

Key Responsibilities:

• Debt Collection: Contact debtors by phone, email, or written communication to negotiate repayment of overdue accounts in a professional and empathetic manner.
• Account Management: Maintain and update accurate records of all collections activities, ensuring proper documentation of payments, promises to pay, or disputes.
• Negotiation & Payment Plans: Negotiate payment terms or settlement offers and work with customers to create affordable and agreeable payment plans.
• Resolve Disputes: Address and resolve disputes related to debts by researching accounts, investigating discrepancies, and working with the debtor to resolve issues.
• Maintain Compliance: Ensure all debt collection activities comply with relevant laws and regulations (e.g., Fair Debt Collection Practices Act in Kenya, or other local regulations).
• Track Progress: Monitor and report on collection efforts and outcomes, working closely with the collections manager to meet targets and deadlines.
• Customer Service: Provide excellent customer service while maintaining a professional demeanor even when dealing with difficult situations.
• Cross-functional Collaboration: Work with the legal and finance departments when necessary, especially in cases requiring litigation or more complex resolutions.

Key Requirements:

• Experience: Proven experience in debt collection, customer service, or related fields. Experience with financial products or services is a plus.
• Skills: Strong communication, negotiation, and problem-solving skills. Ability to handle stressful situations with professionalism.
• Knowledge: Familiarity with debt collection laws and regulations is essential.
• Technology: Proficiency in using collections software, CRM systems, and MS Office tools (Excel, Word).
• Attention to Detail: Ability to manage large volumes of accounts and maintain accurate records.
• Persistence: A strong drive to achieve results and meet collection targets.

Qualifications:

• High school diploma or equivalent (required); Associate’s degree or higher in business, finance, or a related field.
• Previous debt collection experience (1-3 years) preferred.
• Knowledge of relevant legislation, including the Fair Debt Collection Practices Act (FDCPA) or other applicable regulations.
• Fluency in English and Kiswahili.

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