Qualifications

• Bachelor's degree in Business Administration, Finance, or related field preferred.
  

• Minimum of 1-2 years of experience in collections, customer service, or field-based roles.
  

• Strong communication and negotiation skills, with the ability to handle difficult conversations and resolve conflicts.
  

• Ability to work independently and effectively manage time and resources in a field-based environment.
  

• Proficiency in MS Office suite and experience with mobile data collection tools and customer relationship management (CRM) systems.
  

• Knowledge of regulatory requirements governing collections activities in Uganda is a plus.
  

• Valid driver's license and access to a reliable vehicle preferred.
  

• Conduct on ground credit assessments for new customers by either physically visiting the prospective customer or a thorough phone due diligence
  

• Contact customers with overdue payments through calls, SMS, and field visits to negotiate repayment plans and recover outstanding balances.
  

• Visit customer homes or businesses to follow up on delinquent accounts, trace customers, verify information, and conduct on-site assessment
  

• Provide clear communication on account status, payment options, and consequences of non-payment.
  

• Handle customer inquiries, complaints, and disputes related to payments, or account discrepancies, ensuring timely resolution.
  

• Negotiate structured and realistic payment plans in alignment with company policies.
  

• Monitor adherence to agreed repayment schedules and conduct follow-ups on broken promises.
  

• Manage repossession processes when required, including identifying accounts eligible for recovery actions and coordinating with internal stakeholders.
  

• Escalate high-risk or non-responsive accounts for further action or legal review.
  

• Accurately update customer information, contact logs, payment commitments, visit summaries, and outcomes in the CRM or collections systems.
  

• Prepare routine reports on collections performance, arrears status, field activity, and key customer insights.
  

• Analyze delinquency patterns and recommend strategies to reduce default rates.
  

• Work closely with credit analysis, customer service, sales, and legal teams to address root causes of delinquency and implement corrective actions.
  

• Ensure all credit and collections activities comply with regulatory requirements, company policies, and data protection standards.
  

• Maintain professionalism, confidentiality, and high ethical standards during all customer interactions.
  

• Meet or exceed targets related to collections efficiency, call quality, recovery rates, customer satisfaction, and portfolio health.