Delinquency Officer – Tele-Collections (Salary Advance Loans) at Summit Recruitment and Search

The successful candidate will be responsible for ensuring the timely recovery of salary advance loans by engaging clients through calls, SMS, and email to negotiate and follow up on repayment plans.

Key Responsibilities:

• Analyze delinquent client accounts to confirm default status, identify root causes, and recommend viable recovery strategies.
• Engage clients professionally via phone, SMS, and email to negotiate repayment plans, collect outstanding balances, and provide guidance on managing debt obligations.
• Monitor adherence to repayment agreements, escalate persistent defaulters appropriately, and collaborate with field collections, credit, and customer service teams to resolve account issues.
• Maintain accurate records by updating the debt management system after each client interaction, and submit daily performance reports with key insights and trends.
• Contribute to team development by supporting the onboarding and mentorship of new collections agents and identifying opportunities for process improvement.

Requirements:

• Diploma in a relevant field from a recognized institution.
• Minimum 2 years of experience in debt collection, preferably in tele-collections for salary advance or short-term loans.
• Knowledge of debt collection systems, skip tracing basics, and relevant Kenyan legislation.
• Proficient in Microsoft Office, especially Excel and basic reporting tools.
• Strong negotiation, communication, and conflict resolution skills.
• Ability to work under pressure and maintain professionalism in high-volume call environments.
• Customer-focused with a results-driven mindset