About this role
Job Location : Western part of Kenya About The Role We are looking for a results-focused Area Collections Executive (ACE) to deliver portfolio collections and risk management within the hub. The role focuses on resolving defaulted and low-consumption accounts, managing complex customer cases, and assisting Energy Officers with difficult collections and repossessions. The ACE will play a key role in protecting portfolio quality, improving customer payment behaviour and ensuring timely resolution of emerging portfolio risks. This is a hub-based role with significant field engagement. • Default resolution — carrying out repossession and ensuring recovery is carried out effectively and that recovered products are delivered to the depot, while assisting field teams to close on pending repossessions • Portfolio recovery & resolution — contacts allocated accounts and actions payment resolutions • Relocations — verifies client relocation requests, coordinates account transfers between hubs, and manages recovery or closure for clients moving outside operational areas. • Impromptu uninstallations — Handles urgent uninstallation requests that fall outside scheduled activities, coordinating field teams for retrieval and escalating exceptional cases. • Fraud, misconduct & tampering — Reports fraud, misconduct, and product tampering, documenting findings and escalating them to the Risk Manager. • Repossession disputes — Addresses customer complaints arising from repossessions, reviews EO (Energy Officers) compliance, and resolves disputes or repayment arrangements. • Client & EO (Energy Officers) conflict resolution — Investigates and resolves disputes between clients and EOs, escalating serious cases to management. • Theft & stolen products — Manages stolen product reports, verifies incidents, coordinates recovery, and escalates cases to the Risk Manager. • Repayment alignments & consumption requests — Reviews repayment concerns and cookstove replacement requests by checking account and payment history. • Contract terms — Clarifies contractual terms and ownership transfers and resolves related disputes. • Coordinates & photo handover — Provides verified client location and ID details to EOs (Energy Officers) for visits to clients who refuse to engage, in line with the data protection policy. • Non-recoverable account switches — Escalates accounts from EO (Energy Officer) to Risk Manager where recovery attempts have failed and ensures portfolio metrics do not unfairly penalize agents for advance bulk payments. • Providing weekly updates to Sales and Risk management teams on-field interventions performed and results achieved, along with customer insights. • Reporting any cases of product tampering observed in the field through the process and mechanism established by the Risk team. • Training Agents (Energy Officers) on dealing with repossessions and difficult customer collection issues. • Driving operating rhythm to follow-up with Agents (Field Officers) to ensure they are completing their collection calls and repossession tasks on time.