Collection Specialist Job in Kenya

Reporting directly to the Credit & Business Controller, we are looking for an energetic and enthusiastic Collection Specialist to be based in our Nairobi, Kenya office. In this role, you will be responsible for executing customer credit management activities.

This is a unique opportunity to join a team of professionals who strive to drive collection strategies in the market. If you feel you have what it takes and can add significant value to this role and department, then apply for this exciting opportunity!

Responsibilities:

Coordinate effectively between the retained finance organization and BPO partners to ensure seamless execution of credit management, collections, and dispute resolution processes.
Support Front Line (FL) teams in resolving complex and high-risk collection cases, providing guidance and escalation where required.
Perform end-to-end root cause analysis of disputes, identifying trends and implementing corrective actions to prevent recurrence.
Conduct in-person collection visits where required by local market practices and business needs.
Manage dispute routing for assigned retained accounts, ensuring timely allocation to the appropriate stakeholders.
Accurately record all invoice disputes within the collection and dispute management systems as they arise.
Initiate and actively monitor the dispute resolution workflow, following up with relevant business owners to ensure timely closure.
Apply defined collection strategies to assigned accounts, aligning actions with company policies and risk frameworks.
Conduct structured and professional collection calls, maintaining strong customer relationships while driving cash recovery.
Negotiate and secure payment commitments (Promises to Pay), ensuring accurate documentation and follow-up on agreed terms.
Collaborate closely with CS&A and inbound teams to ensure customer queries and disputes are resolved efficiently, enabling timely collections.

Requirements

3 + years of professional experience in the Accounts receivable position
Bachelor’s degree/Diploma in finance or similar Credit Management
Experienced in a related industry, the elevator industry would be an advantage
Customer-centric, conducting the first collection calls towards customers in a structured way
The ability to initiate the dispute management workflow by dispatching the recorded disputes to the other businesses responsible in the organization for resolution
Experienced in coordinating the dispute resolution process to ensure that the dispute resolution happens in the right place in the organization
Experience with ERP tools and MS Office is a must; SAP experience would be advantageous
Highly motivated, goal-oriented, diligent, organized self-starter with an orientation towards a high level of customer service.
Ability to interpret and analyze data to draw conclusions and identify patterns.
Ability to work together as a team and promote a harmonious environment.
Excellent English communication, presentation, and negotiation skills.