COLLECTIONS OFFICER

Location: Lusaka, Zambia

Reports to: Credit and Collections Manager

Contract: Full-time

We are seeking a diligent, aggressive and persistent Collections Officer to take ownership of the recovery of overdue accounts across our loan book.

Purpose of the Role

To follow up on all clients whose loan repayments are overdue, secure repayment or a workable repayment arrangement, and keep arrears within agreed portfolio targets.

Key Duties and Responsibilities

• Follow up on all clients with overdue accounts by telephone, SMS, email, WhatsApp and field visits, and maintain daily contact until the account is regularized.
• Work assigned arrears portfolio by ageing bucket, prioritizing accounts by balance outstanding and days in arrears.
• Negotiate repayment plans within the limits of the Credit and Loan Policy, and monitor adherence to every arrangement agreed.
• Identify clients whose payroll deductions have not been collected, establish the cause (resignation, transfer, suspension, insufficient net pay or scheme error) and pursue recovery directly from the client.
• Liaise with employers, payroll offices and third-party deduction schemes to correct failed or missing deductions and reinstate collections.
• Trace and re-contact clients who have changed employer, contact details or station.
• Record all contact attempts, promises to pay and outcomes accurately in the loan management system on the same day.
• Prepare daily and weekly arrears and collections reports, including collection rates, promises kept and accounts at risk.
• Escalate accounts that remain unresolved for demand letters, credit reference bureau listing, guarantor recourse or legal action in line with company policy.
• Reconcile client accounts and resolve balance and payment allocation queries raised by clients.

Qualifications and Experience

• Diploma or Degree in Business Administration, Banking and Finance, Accountancy or a related field.
• Minimum of two (2) years' experience in collections, credit control or debt recovery, preferably with microfinance institution or lending company.
• Working knowledge of payroll-based lending and third-party deduction schemes is an added advantage.
• Proficiency in Microsoft Excel and experience with a loan management system.

Key Competencies

• Persistence, resilience and a strong sense of follow-through.
• Confident negotiation and communication skills, with firmness balanced by professionalism.
• Accuracy in record keeping and reporting; high personal integrity.
• Ability to work to collection targets with minimal supervision.

• Follow up on all clients with overdue accounts by telephone, SMS, email, WhatsApp and field visits, and maintain daily contact until the account is regularized.
• Work assigned arrears portfolio by ageing bucket, prioritizing accounts by balance outstanding and days in arrears.
• Negotiate repayment plans within the limits of the Credit and Loan Policy, and monitor adherence to every arrangement agreed.
• Identify clients whose payroll deductions have not been collected, establish the cause (resignation, transfer, suspension, insufficient net pay or scheme error) and pursue recovery directly from the client.
• Liaise with employers, payroll offices and third-party deduction schemes to correct failed or missing deductions and reinstate collections.
• Trace and re-contact clients who have changed employer, contact details or station.
• Record all contact attempts, promises to pay and outcomes accurately in the loan management system on the same day.
• Prepare daily and weekly arrears and collections reports, including collection rates, promises kept and accounts at risk.
• Escalate accounts that remain unresolved for demand letters, credit reference bureau listing, guarantor recourse or legal action in line with company policy.
• Reconcile client accounts and resolve balance and payment allocation queries raised by clients.

• Proficiency in Microsoft Excel
• Experience with a loan management system
• Persistence
• Resilience
• Strong sense of follow-through
• Confident negotiation skills
• Confident communication skills
• Accuracy in record keeping
• Accuracy in reporting
• High personal integrity
• Ability to work to collection targets with minimal supervision

• Diploma or Degree in Business Administration, Banking and Finance, Accountancy or a related field.
• Minimum of two (2) years' experience in collections, credit control or debt recovery, preferably with microfinance institution or lending company.
• Working knowledge of payroll-based lending and third-party deduction schemes is an added advantage.