Job Role

The Credit Collection Officer is responsible for actively following up and recovering outstanding customer and tenant balances. The role focuses on timely collections, maintaining effective communication with debtors, monitoring payment commitments, and ensuring accurate documentation of all collection activities.

2. PURPOSE OF THE ROLE

• Improve collection of outstanding balances.
• Reduce overdue customer and tenant accounts.
• Maintain consistent follow-up on receivables.
• Support healthy company cash flow.
• Maintain accurate records of collection activities.
• Build professional relationships with customers and tenants while pursuing payment.

3. DUTIES AND RESPONSIBILITIES

A. Debt Collection

• Contact customers and tenants with outstanding balances.
• Follow up through calls, emails, messages, and other approved communication channels.
• Communicate outstanding balances and payment due dates.
• Request payment commitments from overdue customers.
• Follow up on agreed payment dates.
• Escalate difficult or long-outstanding accounts.

B. Account Monitoring

• Review daily and weekly outstanding-account lists.
• Monitor ageing reports and prioritize accounts for follow-up.
• Update customer payment and collection records.
• Identify disputed balances and coordinate their resolution.
• Ensure payments are accurately reflected in customer accounts.

C. Payment Plans & Recovery

• Discuss payment arrangements with customers within approved company guidelines.
• Record agreed payment plans and commitments.
• Monitor compliance with payment arrangements.
• Escalate broken payment commitments.
• Support recovery of long-outstanding accounts.

D. Reporting

• Prepare daily and weekly collection updates.
• Maintain collection trackers.
• Report amounts collected, outstanding balances, and overdue accounts.
• Track individual collection performance against targets.
• Provide feedback on challenges affecting collections.

E. Customer Communication

• Maintain professional and respectful communication with customers.
• Respond to payment-related enquiries.
• Coordinate with Finance and Property Management to resolve account issues.
• Maintain confidentiality of customer information.

Qualification

4. QUALIFICATIONS

• Diploma or Bachelor's Degree in Finance, Accounting, Business Administration, Commerce, or related field.
• 1–3 years' experience in debt collection, credit control, accounts receivable, or customer-facing finance roles.
• Experience in real estate, property management, banking, SACCO, or financial services is an added advantage.

5. MUST-HAVE SKILLS

• Debt collection and receivables follow-up.
• Strong verbal and written communication.
• Negotiation and persuasion skills.
• Strong follow-up ability.
• Microsoft Excel.
• Record keeping and documentation.
• Ability to work with targets and deadlines.