The Collection Officer is responsible for managing the full credit collection process across the merchant portfolio. The role involves overseeing all stages of collections, from early engagement with delinquent accounts to escalations and portfolio reporting. In addition to managing collections, the officer ensures recovery actions are compliant with internal credit policies and regulatory standards and collaborates with relationship managers to ensure that any changes to facilities are properly documented and filed. This position plays a critical role in protecting revenue, maintaining a healthy loan book, and sustaining long-term relationships with merchants.
Key Responsibilities:
Credit Portfolio Management
- Take
full ownership of a portfolio of delinquent loan accounts (1–90 DPD),
including daily monitoring, prioritization, and recovery planning.
- Use
data insights to identify default trends, root causes, and exposure risk
providing recommendations to leadership on process enhancements.
- Develop
and execute targeted recovery strategies including call campaigns,
structured payment plans and customized follow-up sequences.
- Draft,
issue, and track demand letters in accordance with SOP’s and legal
requirements.
- Manage
escalated recovery actions including external debt collection coordination
and pre-litigation steps when necessary.
- Ensure
all activities and engagements are logged accurately in the collection
system (Debt Collection Module)
Client Relationships
Management & Compliance
- Maintain
professional and tactful communication with merchants to recover
outstanding amounts without jeopardizing long-term relationships.
- Ensure
full adherence to internal credit recovery procedures and external
regulatory standards, while fostering cross-functional collaboration to
align on complex or sensitive collection cases
- Ensure
any changes to facility terms are communicated, documented, and properly
filed in coordination with Relationship Managers.
- Collaborate
with the Legal Department on recovery related litigation matters.
Reporting
- Prepare,
analyze, and present collections performance dashboards and projections
vs. actuals to Credit and Commercial leadership.
- Track
key collection KPIs such as recovery rate, portfolio at risk, DPD
movement, and cure rates.
- Advise
management on emerging merchant behaviors or external trends impacting
repayment patterns.
Qualifications
- A
bachelor’s degree in a business-related field
- Minimum
of 3 years’ proven working experience in collections, loan recovery or a
related role within a financial institution.
- Strong
understanding of credit risk and portfolio management, with hands-on
knowledge of credit policies, loan documentation, recovery procedures, and
compliance frameworks.
- Proficient
in the use of CRM platforms, loan management systems, and collections
modules to track portfolio status and recovery action.
How To Apply
Interested candidates should submit ONLY their C.V. and an
application letter to kazi@pesapal.com, to
be received by Wednesday, 28th May 2025. Certificates
and testimonials need NOT be attached.
