About Us

Malu Capital is a fast-growing microfinance institution committed to providing reliable, affordable and customer centered financial solutions. We empower individuals and businesses through responsible lending while promoting financial inclusion and sustainable economic growth.

Driven by integrity, innovation, and excellence, we are dedicated to delivering exceptional service, building lasting customer relationships and creating opportunities that positively impact the communities we serve.

Job Title

Collections Officer

JOB DESCRIPTION

Department

Collections

Reports To

Collections Manager

Job Purpose

The Collections Officer is responsible for managing the recovery of overdue loan repayments, reducing portfolio delinquency and maintaining a healthy loan book. The role involves contacting customers with outstanding balances, negotiating repayment arrangements, conducting field visits where necessary, maintaining accurate collection records, and ensuring compliance with company policies, regulatory requirements, and ethical collection practices.

Key Responsibilities

Loan Collections

• Contact customers with overdue loan accounts through telephone calls, SMS, emails, and physical visits.
• Follow up on missed loan instalments promptly.
• Negotiate suitable repayment arrangements within company policy.
• Ensure collections targets are achieved within assigned timelines.
• Maintain positive relationships with customers while enforcing repayment obligations.
• Update system records to reflect customer interactions and communication.
• Identify delinquent accounts to reflect customer interactions and commitments.

Portfolio Management

• Monitor assigned loan portfolios daily.
• Identify high-risk accounts and recommend appropriate recovery actions.
• Escalate delinquent accounts requiring legal or management intervention.
• Update customer records after every interaction.

Customer Engagement and Follow ups

• Educate customers on their repayment obligations.
• Respond professionally to customer enquiries and complaints.
• Maintain confidentiality of all customer information.
• Resolve customer concerns while protecting the Company's interests.

Reporting and Documentation

• Prepare daily, weekly, and monthly collection reports.
• Report collection progress against assigned targets.
• Maintain accurate records of all recovery efforts.
• Document repayment commitments and follow-up actions.

Compliance

• Adhere to all Company policies and procedures.
• Ensure collection activities comply with applicable laws and regulations.
• Maintain ethical conduct during all customer interactions.
• Protect confidential customer and Company information.

Field Collections

• Conduct field visits to customers when required.
• Verify customer addresses and contact details.
• Trace customers who cannot be reached through other communication channels.
• Submit field visit reports promptly.

Key Performance Indicators (KPIs)

• Collection rate achieved.
• Portfolio at Risk (PAR) reduction.
• Recovery of overdue loans.
• Number of customer follow-ups completed.
• Accuracy and timeliness of collection reports.
• Compliance with Company procedures.
• Customer service standards

Minimum Qualifications

• Diploma or Bachelor's Degree in Business Administration, Accounting, Economics or any relevant field of study.

Experience

• Minimum of one (1) year of experience in loan collections, credit administration, debt recovery, customer service, or a related role.
• Experience within a microfinance institution or financial services environment is an added advantage.

Required Skills and Competencies

• Strong negotiation and persuasion skills.
• Excellent verbal and written communication skills.
• Good conflict resolution and problem-solving abilities.
• Strong attention to detail.
• High level of integrity and professionalism.
• Ability to work under pressure and meet collection targets.
• Good organizational and time management skills.
• Customer-focused approach.
• Proficiency in Microsoft Office applications.
• Ability to prepare accurate reports.

Personal Attributes

• Honest and trustworthy.
• Self-motivated and results-oriented.
• Resilient and persistent.
• Confident and professional.
• Able to work independently and within a team.
• Customer service friendly

• Contact customers with overdue loan accounts through telephone calls, SMS, emails, and physical visits.
• Follow up on missed loan instalments promptly.
• Negotiate suitable repayment arrangements within company policy.
• Ensure collections targets are achieved within assigned timelines.
• Maintain positive relationships with customers while enforcing repayment obligations.
• Update system records to reflect customer interactions and communication.
• Identify delinquent accounts to reflect customer interactions and commitments.
• Monitor assigned loan portfolios daily.
• Identify high-risk accounts and recommend appropriate recovery actions.
• Escalate delinquent accounts requiring legal or management intervention.
• Update customer records after every interaction.
• Educate customers on their repayment obligations.
• Respond professionally to customer enquiries and complaints.
• Maintain confidentiality of all customer information.
• Resolve customer concerns while protecting the Company's interests.
• Prepare daily, weekly, and monthly collection reports.
• Report collection progress against assigned targets.
• Maintain accurate records of all recovery efforts.
• Document repayment commitments and follow-up actions.
• Adhere to all Company policies and procedures.
• Ensure collection activities comply with applicable laws and regulations.
• Maintain ethical conduct during all customer interactions.
• Protect confidential customer and Company information.
• Conduct field visits to customers when required.
• Verify customer addresses and contact details.
• Trace customers who cannot be reached through other communication channels.
• Submit field visit reports promptly.

• Strong negotiation and persuasion skills.
• Excellent verbal and written communication skills.
• Good conflict resolution and problem-solving abilities.
• Strong attention to detail.
• High level of integrity and professionalism.
• Ability to work under pressure and meet collection targets.
• Good organizational and time management skills.
• Customer-focused approach.
• Proficiency in Microsoft Office applications.
• Ability to prepare accurate reports.

• Diploma or Bachelor's Degree in Business Administration, Accounting, Economics or any relevant field of study.
• Minimum of one (1) year of experience in loan collections, credit administration, debt recovery, customer service, or a related role.
• Experience within a microfinance institution or financial services environment is an added advantage.