Collections Officer

Job Overview

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

Location: Lusaka, Zambia

Reports to: Credit and Collections Manager

Contract: Full-time

Key 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.

Requirements

• 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.
• 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.