Pesapal is recruiting a Collections Officer position. Proficiency in debt recovery, negotiation, and portfolio management is required.
Job Summary
- We are looking for a resilient and results-oriented Collection
Officer to support the recovery of delinquent merchant accounts across an
assigned portfolio. The role is primarily field-based and involves
merchant engagement, repayment negotiations, account follow-up, and
accurate portfolio reporting.
- The successful candidate will work closely with Credit, Legal,
Customer Support, Sales, and recovery partners to improve collections
performance, reduce Portfolio at Risk (PAR), and maintain positive
merchant relationships while ensuring compliance with internal policies
and regulatory requirements.
- This is a one (1) Year contract-based role, renewable based on
performance and business needs, ideal for a self-driven individual who
thrives in a fast-paced, target-driven environment.
What Success Looks Like
at Pesapal:
- Solve for our customer: Understand the root cause of repayment
challenges and negotiate practical solutions that support recovery while
preserving long-term merchant relationships.
- Deliver Exceptional Results: Achieve recovery targets by
managing portfolios proactively, reducing PAR, and resolving delinquent
accounts effectively.
- Together we do great Work: Collaborate with internal teams and
recovery partners to resolve issues, share insights, and improve portfolio
performance.
- Own our Outcomes: Take ownership of your portfolio by ensuring
compliant, timely, and effective recovery of delinquent accounts
Key Responsibilities:
- Manage and recover an allocated portfolio of delinquent merchant
accounts, applying approved collection strategies to reduce
Portfolio-at-Risk and credit losses.
- Conduct field visits to delinquent merchants to verify operations,
assess ability to repay, negotiate repayment, and collect payments.
- Negotiate sustainable repayment arrangements while maintaining
positive, professional merchant relationships.
- Draft, issue, and track demand letters and statutory notices in line
with SOPs and regulatory requirements.
- Perform skip tracing to locate merchants and coordinate lawful
recovery of assets where applicable.
- Maintain accurate collection records and update all actions in the
loan-management / collection module.
- Escalate accounts for CRB listing or legal action, and coordinate
with Credit, Legal, Customer Support, Sales, and external recovery agents.
- Track and report recovery rate, PAR, DPD movement, and cure rates to
meet collection and recovery targets.
Education/Experience Needed:
- Diploma or bachelor’s degree in business, Finance, Commerce, or a
related field.
- 3-5 Years experience in collections, loan recovery, credit control,
customer service, or a related field is an added advantage.
- Understanding credit recovery processes and customer engagement
practices.
- Proficiency in Microsoft Excel, CRM systems, or reporting tools is
an advantage.
- Valid driving license and willingness to travel for field visits.
Skills &
Competencies Needed:
- Strong negotiation, communication, and customer engagement skills.
- Ability to manage difficult conversations with professionalism,
empathy, and resilience.
- Target-driven with strong follow-through and accountability for
assigned portfolios.
- Strong attention to detail with ability to maintain accurate records
and reports.
- Integrity and confidentiality when handling merchant information.
How to Apply
