Maintain ongoing weekly communication with every client in the assigned portfolio (±200 clients).
Build trusted, professional relationships through consistent and respectful interaction.
Serve as primary contact for clients relating to their loan accounts.

Weekly Collections & Repayment Monitoring:

Ensure each client makes their weekly loan repayment on time, every week.
Conduct proactive calls and follow-ups to remind, confirm, and secure repayments.
Monitor repayment patterns and identify early warning signs of delinquency.
Work with the Finance Team to reconcile payments and ensure accurate tracking.

Conflict Resolution & Problem-Solving:

Discuss and document all client conversations, agreements, and revised commitments in the Portfolio Management System (PMS).
Maintain professionalism during difficult conversations.
Escalate immediately to the Collections Manager if no agreement is reached, a dispute arises, or a client becomes uncooperative.

Portfolio Management & Reporting:

Manage a portfolio of 200 clients effectively and professionally.
Monitor repayment performance daily and take corrective action for missed or late payments.
Maintain accurate and up-to-date notes in the PMS for all client interactions.
Prepare periodic reports on arrears, repayment behaviour, and portfolio performance.

Requirements

Education: Bachelor's degree preferably in Finance, Business, Credit/Collections, or related field.
Experience: 1–3 years in collections, customer service, microfinance, or credit/loan repayment roles.
Preferred: Understanding of loan agreements, repayment structures, and arrears management.

Key Competencies:

Working Relationships

Internal: Assistant Collection Manager, fellow Collection Officers, Credit Team, Territory Development Officers, Compliance Team.
External: Customers/Merchants.

Confidentiality

Must maintain strict confidentiality of customer financial and account information in line with NDPA and CBN consumer protection guidelines.

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