Collection Officer

Responsibilities:

• Make outbound calls to customers with overdue or missed payments. 
• Send reminders through phone calls, SMS, WhatsApp, and other approved channels.
• Negotiate repayment dates, part-payments, or realistic repayment plans. 
• Follow up on repayment commitments until payment is completed. 
• Conduct field visits only when necessary for critical or high-risk accounts. 
• Escalate difficult, unresponsive, or fraudulent customers to the Recovery Supervisor. 
• Maintain accurate call logs and customer interaction records in the loan management system.
• Work closely with the Credit, Business Development, and Legal teams for loan quality control.
• Prepare daily, weekly, and monthly contact center recovery reports. 
• Uphold ethical, professional, and customer-friendly recovery standards at all times.

Key Accountabilities:

• Loan Recovery: Achieve set recovery targets for overdue loans. Maintain clean, accurate, and updated records for all assigned accounts. 
• Customer Relations: Engage customers professionally while enforcing repayment discipline. Educate customers on repayment expectations and financial responsibility. 
• Reporting and Documentation: Submit accurate recovery reports within set timelines. Ensure all customer interactions are recorded in the system. 
• Policy Compliance: Follow approved contact center recovery procedures. Maintain 100% adherence to ethical collection practices.

Requirements:

• SSCE/NCE/OND / HND / B.Sc. in Banking & Finance, Business Administration, Accounting, or  related field. 
• Minimum 1–2 years of experience in credit or loan recovery within a microfinance or financial institution. 
• Good understanding of microfinance loan processes and repayment structures. 
• Proficiency in MS Excel, loan management systems, and reporting tools. 
• Familiarity with CBN microfinance regulations and recovery procedures. 
• Fluency in English and at least one local language (preferred).
• High integrity and professional conduct in client dealings. 
• Analytical mindset and ability to assess repayment risks. 
• Resilience, persistence, and ability to work under pressure. 
• Good knowledge of loan documentation and credit processes. 
• Ability to work independently and meet targets.

Key Performance Indicators:

• Loan Recovery Rate Minimum 85% of overdue loans recovered within the period 
• Portfolio Quality: Keep unpaid or late loans within acceptable limits 
• Follow-Up Timeliness: Achieve 100% follow-up on all overdue loans/ customers within 48 hours 
• Reporting Accuracy: All reports submitted on time with 100% data accuracy 
• Client Engagement: Achieve Zero customer complaints or policy violations 
• Compliance: Achieve 100% adherence to policy and ethical collection standards

Work Environment:

• Primarily contact center-based (phone, SMS, CRM system). 
• Occasional field visits only for high-risk or escalated accounts. 
• Extended work hours may be required during intensive recovery campaigns.
• Frequent interaction with customers across diverse backgrounds.

Location: Surulere, Lagos

Remuneration: NGN 100,000 Monthly (Plus NGN 120,000 KPI Bonus)

Work Schedule: Mon–Fri + 2 Saturdays + Sunday remote