Why This Role Matters
As a Field Recovery Agent, you are vital to sustaining our mission. In our ecosystem, collections are not about rigid enforcement; they are about helping entrepreneurs recover, rebuild, and succeed while safeguarding the financial health of our organization. You will combine relationship management, empathetic negotiation, and field strategy to
turn challenging situations into opportunities for customer recovery and long-term success.
Key Responsibilities
Proactive Account Management: Oversee assigned delinquent customer portfolios to ensure timely payment recovery while consistently achieving daily and monthly performance targets.
Ethical Recovery & Problem Solving: Investigate customer queries, resolve disputes, and develop practical, personalized repayment solutions that balance customer needs with commercial outcomes.
Field Engagement & Stakeholder Collaboration: Conduct field visits to engage customers directly, prepare post-visit action plans, and collaborate with branch teams, Call Centre staff, local administration, and community leaders to support recovery efforts.
Reporting & Compliance: Maintain precise collection records and customer documentation while adhering strictly to regulatory standards, company policies, and ethical collection practices.
Who You Are
We are looking for resilient, solution-focused professionals who combine strong commercial acumen with deep empathy and integrity.
Qualifications & Requirements
Education: Diploma or Degree in a Business-related field.
Experience: Mandatory experience in debt collection, with a strong background in customer engagement.
Skills: Outstanding negotiation, communication, and interpersonal capabilities coupled with sharp problem-solving skills and attention to detail.
Flexibility: Willingness to relocate and work anywhere within Kenya.
Discretion: Demonstrated ability to handle confidential customer data with complete integrity.
Desirable Strengths
Experience in microfinance, financial services, or unsecured MSME lending.
Proven track record in field collections and engaging local community stakeholders.
Knowledge of credit risk management and portfolio recovery strategies.
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