Collections Officer at ENGIE

Job Purpose/Mission 

• The Customer Finance Team plays a pivotal role in ensuring the overall success of our largely unbanked customers in completing their loans and getting continued access to clean, reliable energy. The team works cross-functionally with our commercial, customer experience, product development and operations on the ground to ensure that we provide all customers with successful responsible onboarding and offer constant support through adequate monitoring and interventions all the way through the lifetime of our customers’ loans. 
• The Customer Finance Collections Team Lead will be fundamental to the successful implementation of our Customer Finance Strategy and in achieving our ambitious goals. S/he will work cross-functionally with a wide range of teams acting as the “eyes, ears and mouth” of the field teams in their responsibilities related to collections. They’ll work extremely closely to support in effectively carrying out Customer Finance related field activities by building out operational processes, systems and tools and making sure the right people get training and support to perform their role in the credit cycle and customer account management. They will work with the Field Operations Manager to ensure the application of operational best practices in credit Collections. 

The roles require the Collection Team Lead to spend at least 80% of her/his time in the field.  

Responsibilities 

Field Team Activity Monitoring & Oversight – 60% 

• Work closely with CX and CF teams to align on ambitious but achievable targets and benchmarks for the activities to be carried out in the field related to collections and repossessions and the targeted outcomes on credit performance improvement. 
• Manage handling and reassignment of orphaned customers with support from the Field operations Manager. 
• Routinely monitor the capacity requirements per each Hub as per the Orphaned Portfolio, and ensure this information is trickled down as targets for the Collection champions. 
• Responsible in Hiring of the Collection Champions based on the growth of Orphan portfolio in the Hubs. 
• Responsible for ensuring proper training and compliance on Collection processes and field escalation activities to the Collection Champions. 
• Implement and track field initiatives (e.g., Home Visits, Repossessions,) by the Collection Champions 
• Generate route planners and trackers on a weekly and Monthly basis for collection Champions to aid in home Visits and Collections. 
• Support Collection Champions in daily execution of their duties. 
• Escalate any suspected Fraud cases in the areas under supervision to the Repossession and fraud coordinator. 
• Manage repossessions done by the Collection agents and ensure they are returned to the Hub. 
• Monitor and report on performance of all Collection champions on a Daily, weekly and monthly basis. 

Field Team Day-to-Day Capacity, Performance Management & Support – 40% 

• Directly Manage the Collection Champions in their day-to-day Collection and repossession activities and ensure Targets are achieved. 
• Communication to the collection Champions. 
• Coordination of weekly collection drives for the areas under their supervision. 
• Troubleshooting & escalation of issues.
• Classroom & on-the-job training.
• Support on recruitment & onboarding of Collection Champions.
• Support Customer finance to implement regular customer repayment promotions and internal repayment campaigns through communication to the Collection Champions. 
• Manage the Collection champions day to day operations related to Customer Finance. 

Knowledge, Skills, and Experience

• Minimum University degree/Diploma in Economics, Banking, Finance, Accounting, or related field 
• 3+ years’ work experience in a similar role coordinating, supporting or managing field team activities, particularly in sectors like credit collections. 
• Experience Working in North Rift Area of Kenya.
• Strong interpersonal skills with high degree of clarity in communication.
• Experience in delivering training to large groups coordinating the participants and venue, facilitating the session, and following up with the participants for assessment is a plus. 
• Excitement about ENGIE’s mission and a deep desire to make an impact on off-grid and financially underserved customers in sub-Saharan Africa. 
• Commitment to spending time in the field to support and mentoring Collection Champions. 
• Experience in working directly with commission-based field agents will be an advantage. 
• Must have a Valid riding License. 

Language(s):  

• English 
• Kiswahili 

Technology: 

• Proficiency with Microsoft Office Suite (Word, Excel, PowerPoint)