Collections Officer, Vehicle Asset Finance

COLLECTIONS OFFICER, VEHICLE ASSET FINANCE Company: Cleave Global E Services Contract Duration: 1 Year Location: Nairobi Start Date: Immediate ABOUT THE ROLE Join one of Africa's leading commercial banks as a Collections Officer specializing in Vehicle Asset Finance. Our client is a premier universal bank renowned for delivering comprehensive personal, business, corporate, and investment banking solutions. With a strong reputation in corporate and high-net-worth banking coupled with cutting-edge digital capabilities, they're seeking a dedicated professional to strengthen their collections team. As a Collections Officer, you'll be instrumental in safeguarding asset quality while maintaining positive customer relationships. Your primary focus will be minimizing the forward roll rate of potentially non-performing loans, maximizing recoveries on existing non-performing accounts, and prioritizing customer retention through education and rehabilitation. You'll leverage your collections expertise across multiple communication channels to achieve these objectives while upholding the highest service standards. KEY RESPONSIBILITIES You'll manage customer collections engagements through diverse channels including phone, email, WhatsApp, interactive SMS, and chat platforms. You'll handle customer enquiries and requests with accuracy, meeting agreed service times and quality benchmarks. Your telephone collections work will emphasize obtaining realistic "Promise To Pay" arrangements while maintaining conversational flow and delivering professional, customer-centric service. Your portfolio management will include conducting movable asset tracing in coordination with tracking companies and repossession agents. You'll maintain high call activity levels aligned with business targets, confirm and update customer records, and refer accounts for trace when contact cannot be established. Supporting administrative departments with customer request referrals and providing comprehensive reports to your Manager ensures effective portfolio oversight. Compliance forms a cornerstone of your responsibilities. You'll adhere to statutory, regulatory, and business requirements while promoting the bank's image, services, and products consistently. You'll follow relevant procedures, disclose compliance requirements to customers, and apply prescribed call handling techniques during every interaction. Meeting daily and weekly targets through optimal time management and efficient service delivery directly contributes to your success in this role. REQUIRED QUALIFICATIONS You hold a degree in Business, Commerce, Economics, Social Sciences, or a related field. You bring one to three years of collections experience, ideally within credit or collections environments. Your computer literacy and data analytics skills enable you to navigate banking systems effectively. Knowledge of vehicle and asset finance products provides significant value, as does comprehensive understanding of applicable legislation and credit policies and procedures. You demonstrate familiarity with the bank's products across business units, enabling you to attract and retain customers while identifying and managing risk within your sphere of influence. ESSENTIAL COMPETENCIES You're delivery-oriented with demonstrated resilience and drive. Your integrity, adaptability, and stress management capabilities enable you to perform effectively in a dynamic environment. You approach challenges with innovation and resourcefulness, solving problems through conceptual thinking while maintaining emotional intelligence. Your interpersonal strengths include excellent communication abilities and strong customer focus. You work collaboratively within teams, make sound decisions, and excel in telephone communication. Your negotiating skills, assertiveness, and conflict management capabilities position you to navigate complex customer interactions professionally and productively.