About this role
Job Location: Kenya About the role: The Area collections Executive plays a critical role in managing delinquent accounts and ensuring repayment compliance. This position involves converting overdue accounts into current customers through client visits, collection calls, and strategic follow-ups in team work with Area Business Managers and Field Sales Executives/Energy Officers to minimize default rates. Convert delinquent accounts to current customers through overdue client visits and performing collection calls. Working with Area Business Managers and Field Sale Executives/Energy Officers to minimize default rates through follow up on delinquent customers. Identification, reporting and investigation of suspected Fraud or tampering cases. Escalation of any complex cases e.g. client complaint, tampering, fraud and working closet with the Fraud Management team. Training field Agents on the key Risk processes including various collection techniques, repossession etc. Driving operating rhythm to follow-up with Agents (Field Officers) to ensure they are completing their collection calls and repossession tasks on time. Examining area portfolio and repayment trends and laying down daily, weekly, monthly strategies to drive better collection rates from delinquent customers. Conducting mystery market visits to confirm the quality of sales and obtain different insights from different areas to enhance strategic direction and mitigate problems of delinquent accounts and repayments. Providing weekly updates to Sales and Risk management teams on-field interventions performed and results achieved, along with customer insights. Designing, piloting, and operationalizing collection processes necessary for ensuring better repayments and customer satisfaction.