Collections & Recovery Operations Officer

Responsibilities:

• Manage recovery cases end-to-end: case onboarding, follow-up, payment plan coordination, and closure reporting.
• Communicate with debtors via WhatsApp/SMS/calls in a professional, structured manner.
• Negotiate repayment plans and ensure commitments are clear.
• Track cases and payments accurately using Google Sheets/Excel (or internal tools).
• Verify payment confirmations with merchants or payment channels and update balances correctly.
• Maintain clear call/message logs and keep case documentation organised.
• Provide periodic updates and summaries.
• Follow conduct guidelines and escalation rules (professional tone, reasonable contact frequency).

Requirements:

• 1–3 years of experience in collections, credit control, debt recovery, micro finance ops, cooperative finance, customer operations, or similar.
• Strong communication skills (spoken and written), with the ability to handle difficult conversations calmly.
• Comfortable working with numbers, tracking, and payment reconciliation basics.
• Strong organisation and attention to detail (able to manage multiple cases without errors).
• Proficient in Google Sheets/Excel.

Nice to Have:

• Experience working with SMEs/merchants or informal-sector customers.
• Experience using WhatsApp Business tools and simple CRMs.
• Familiarity with payment verification/reconciliation workflows.