Position Overview - Collections Officer
The Collections Officer is responsible for identifying, evaluating and monitor non-performing loan accounts and implement effective recovery strategies that ensure timely and maximum repayment at minimal cost and optimal turnaround time. The role entails ensuring compliance with the company’s policies, managing collateral to mitigate risk, and implementing effective strategies to maximize loan recoveries. This position requires a proactive and detail-oriented professional with excellent negotiation and communication skills.
Key Responsibilities
Loan Recovery Management
- Monitor and manage the collection of overdue Personal & business loans in line with company policies and regulatory guidelines.
- Locate and notify delinquent borrowers and guarantors via personal visits, phone calls, or written communication to solicit repayment or initiate collateral seizure.
- Negotiate payment plans and settlements, ensuring that they are feasible for the borrower and beneficial to the company.
- Execute collection efforts with tact, persuasion, and professionalism.
- Liaise with bailiffs, auctioneers, and other recovery agents; provide timely updates to management on assigned cases.
- Escalate complex cases to the Risk and Recoveries Manager for further action.
Collateral and Risk Management
- Evaluate and manage collaterals to minimize risks associated with loan defaults.
- Verify the status and condition of pledged collateral and take appropriate actions as per recovery procedures.
- Collaborate with the Collections Manager and legal to execute repossessions, liquidations or other recovery strategies when necessary.
Reporting and Documentation
- Maintain accurate records of all collection activities, including communications with clients and recovery outcomes.
- Maintain a detailed recovery activity diary in Excel, tracking deadlines such as demand notice expiry, auction dates, and more—shared regularly with branch and recovery management.
- Prepare periodic reports detailing recovery/ collection progress, challenges and proposed strategies.
Stakeholder Collaboration
- Work closely with the Credit and Collections Manager to align on recovery strategies and performance targets.
- Liaise with Finance, Sales, Products, and Credit teams to address account issues and improve loan quality.
- Provide insights and recommendations to improve credit assessment and reduce delinquency rates.
Qualifications and Experience
- Grade 12 certificate with a minimum of credit in English and Mathematics.
- Diploma or Degree in Banking & Finance, Economics, Business Administration, or related field.
- Minimum 2 years of experience in debt collection and credit risk management within a Non-Bank Financial Institution or Microfinance Institution.
- Additional certification in Credit Management or Debt Collection is a strong advantage.
- 2–3 years of experience in banking operations, particularly in credit, lending, or collections will be an advantage
- Knowledge of credit risk management and collateral evaluation.
- Familiarity with financial regulations and recovery procedures in Zambia.
Skills and Competencies
- Strong negotiation and conflict-resolution skills.
- Excellent interpersonal, communication abilities and emotional intelligence
- Analytical thinking and problem-solving capabilities.
- Proficiency in using loan management systems and Microsoft Office tools.
- Attention to detail and ability to handle sensitive information with confidentiality.
- High Levels of integrity
- Ability to remain composed under pressure.
