JOB PURPOSE:

The Collections Officer (Digital & Field) will be responsible for managing loan recoveriesthrough both desk-based (digital) and field activities. The role combines conducting collectionscalls, engaging clients through digital channels, and performing field visits when necessary toensure timely repayments.

The officer will work closely with the Credit Operations team, applying effective negotiationstrategies, maintaining strong client relationships, and ensuring compliance with Numida’s policies and procedures. The role contributes directly to portfolio quality, client retention, andoverall collections performance.

Digital Collections (60%)

• Conduct collections calls to recover overdue loan repayments, following Numida's escalation process and negotiating promises to pay
• Handle inbound service inquiries via phone and WhatsApp, ensuring timely resolution or escalation.
• Perform retention calls to gather customer feedback and insights.
• Maintain accurate and comprehensive records in the system.
• Address client complaints promptly and professionally.
• Maintain high service standards to ensure excellent customer experience.
• Keep up to date with Numida’s products to provide accurate information to clients.
• Collaborate with internal teams, including Product, on experiments and service improvements

Field Collections (40%)

• Visit clients to recover payments while maintaining professionalism and compliance with company standards.
• Build and maintain positive client relationships to encourage timely repayments.
• Identify client challenges and propose solutions to rehabilitate and retain clients.
• Provide regular updates (daily, weekly, monthly) on recovery progress and field challenges.
• Ensure all field recovery activities align with Numida’s SOPs and regulatory requirements
• Achieve a positive Return On Investment on all field visits conducted.

General Responsibilities

• Meet or exceed assigned collection targets.
• Maintain strong collaboration with team leaders and other stakeholders.
• Ensure all collection activities are conducted ethically and professionally. Harassment, intimidation, confiscation of client property, or any form of unlawful enforcement (including arrest) are strictly prohibited.

QUALIFICATIONS:

• Minimum of 2 years of experience in credit, collections, customer care, or related field.
• Proficiency in computer and mobile technology (Android apps, Google Drive, Sheets, Docs).
• Strong communication skills (phone, in-person, and written).
• Ability to deliver professional and clear customer communication.
• Strong organizational skills and attention to detail.
• High level of empathy, patience, and problem-solving ability.
• Ability to work independently and in the field when required.
• Knowledge of Kinyarwanda is an added advantage

• Conduct collections calls to recover overdue loan repayments, following Numida's escalation process and negotiating promises to pay
• Handle inbound service inquiries via phone and WhatsApp, ensuring timely resolution or escalation.
• Perform retention calls to gather customer feedback and insights.
• Maintain accurate and comprehensive records in the system.
• Address client complaints promptly and professionally.
• Maintain high service standards to ensure excellent customer experience.
• Keep up to date with Numida’s products to provide accurate information to clients.
• Collaborate with internal teams, including Product, on experiments and service improvements
• Visit clients to recover payments while maintaining professionalism and compliance with company standards.
• Build and maintain positive client relationships to encourage timely repayments.
• Identify client challenges and propose solutions to rehabilitate and retain clients.
• Provide regular updates (daily, weekly, monthly) on recovery progress and field challenges.
• Ensure all field recovery activities align with Numida’s SOPs and regulatory requirements
• Achieve a positive Return On Investment on all field visits conducted.
• Meet or exceed assigned collection targets.
• Maintain strong collaboration with team leaders and other stakeholders.
• Ensure all collection activities are conducted ethically and professionally. Harassment, intimidation, confiscation of client property, or any form of unlawful enforcement (including arrest) are strictly prohibited.

• Proficiency in computer and mobile technology (Android apps, Google Drive, Sheets, Docs).
• Strong communication skills (phone, in-person, and written).
• Ability to deliver professional and clear customer communication.
• Strong organizational skills and attention to detail.
• High level of empathy, patience, and problem-solving ability.
• Ability to work independently and in the field when required.
• Knowledge of Kinyarwanda is an added advantage

• Minimum of 2 years of experience in credit, collections, customer care, or related field.