The Collections Officer will be responsible for relationship building with customers to ensure proper repayments and collections on the loans we provide. This will include reminding customers of payments, working with customers who cannot pay to find a way forward, and ensuring effective debt collection. It will also involve occasionally designing and running surveys and other tools on customer needs, ability and willingness to pay, and collections/repayments methods.

The specific tasks of this role include:

● Monitoring Repayments: Working with customers to ensure timely repayments.

● Customer Service: Ensure that customers are provided with excellent service and support that will in turn facilitate repayments. This customer service will entail listening and attending to customer comments and inquiries and escalating problem cases where necessary.

● Data Collection: Ensure that all relevant customer-related data is accurately collected so as to facilitate the collection process.

● Developing a clear strategy for driving up customer collections and continuously assessing the viability of collections initiatives.

● Work collaboratively with the Operations team to have a seamless collection procedure.

● Manage a portfolio of clients, regularly follow up on client repayments and escalate problem cases in close coordination with the Senior Accounting Associate and Senior Credit Manager.

● Undertake occasional surveys on customer ability and willingness to pay.

● Ensure the set targets on bad debt recoveries are met.

● Attend regular payment-related queries from the business and customers on a day-to-day basis.

● Work with service providers on recoveries and coordinate with the local authorities to facilitate field operations.

● Provide small business/accountancy training to delinquent customers.

● Ensure all collections/repayments documentation is up to date and complete.

What excites you:

● Connecting with customers and helping people find solutions to problems.

● Being part of an organization that is changing Africa’s future for the better.

● A fast-paced environment where constant change is the norm and individual initiative-taking is encouraged.

● Working directly in the field with bottom-of-the-pyramid customers.

●Having the autonomy to implement your creative solutions – not just coming up with ideas, but possessing the commitment and skill to implement them.

● Passion for organization, attention to detail, and precision.

Job Requirements:

● A Diploma in a Business-related field preferably with other qualifications in credit management.

● 3+ years of working experience in active debt collection/recovery gained in a financial services industry i.e. asset-based lending

● Must be familiar with the legislation and statutory requirements regarding loan monitoring, recovery, and debt collection.

● Excellent communication and interpersonal skills.

● A team player who can manage efficiently in a changing environment.

● Ability to work independently.

● High level of integrity.

● Fluency in English and Luganda.

● Strong skills in Microsoft Excel. This role will require a significant level of accurately capturing and entering data.

● Strong written and verbal communication skills.

● Commitment to excellence, outstanding work ethic, and attention to detail.

● Resourcefulness and creative problem-solving.