Debt collection Agent - Kenya

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Key Responsibilities

• Manage assigned customer accounts by reviewing, recording, verifying and validating client information accurately.

• Engage customers with outstanding balances and explain available options for settling their debts while highlighting the implications of continued non-payment.

• Help resolve disagreements between customers and the company or its principals by facilitating constructive communication.

• Contact customers with overdue accounts through telephone calls, written notices or scheduled visits to follow up on outstanding payments.

• Discuss overdue balances with customers to understand the reasons for delayed payment and explore practical repayment arrangements within approved credit terms.

• Initiate the account clearance process once payment has been confirmed and the required proof has been submitted through the appropriate department.

• Provide customers with accurate account information, including outstanding balances, account numbers and payment details.

• Protect the confidentiality of customer information and ensure all records maintained in the system remain accurate and reliable.

• Attend to customers during both planned appointments and unscheduled visits in a professional manner.

• Update the company system with information regarding customers’ financial circumstances, payment commitments and collection progress.

• Handle customer communication received through email, telephone, postal correspondence and other approved channels.

• Assess individual accounts and apply appropriate debt recovery approaches based on the circumstances of each customer.

• Negotiate payment extensions or alternative arrangements where authorized.

• Prepare collection reports and other reports requested by management.

Qualifications and Requirements

• Diploma in any discipline from a recognized institution.

• 1–2 years of experience in debt collection, credit management, sales, marketing or a related environment.

• A background in banking or credit management will be an added advantage.

• Strong analytical and problem-solving abilities.

• Ability to remain effective and professional when working under pressure.

• Excellent communication and interpersonal skills for dealing with customers and other stakeholders.

• Proficiency in both written and spoken English.

• Good computer skills and general digital literacy.

Application

Interested and qualified candidates should forward their CV to: careers@finleyltd.com using the position as subject of email.