Collection Officer

Client Relationship Management:

• 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:

• Debt recovery execution (calls, messages, field visits).
• Negotiation and persuasion skills.
• Communication and interpersonal skills.
• Attention to detail and accurate documentation.
• Resilience and target orientation.
• Ethical and regulatory compliance (CBN guidelines).

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.