Collections Officer at Pesapal

Job Summary

• We are looking for a resilient and results-oriented Collection Officer to support the recovery of delinquent merchant accounts across an assigned portfolio. The role is primarily field-based and involves merchant engagement, repayment negotiations, account follow-up, and accurate portfolio reporting.
• The successful candidate will work closely with Credit, Legal, Customer Support, Sales, and recovery partners to improve collections performance, reduce Portfolio at Risk (PAR), and maintain positive merchant relationships while ensuring compliance with internal policies and regulatory requirements.
• This is a one (1) Year contract-based role, renewable based on performance and business needs, ideal for a self-driven individual who thrives in a fast-paced, target-driven environment.

What Success Looks Like at Pesapal:

• Solve for our customer: Understand the root cause of repayment challenges and negotiate practical solutions that support recovery while preserving long-term merchant relationships.
• Deliver Exceptional Results: Achieve recovery targets by managing portfolios proactively, reducing PAR, and resolving delinquent accounts effectively.
• Together we do great Work: Collaborate with internal teams and recovery partners to resolve issues, share insights, and improve portfolio performance.
• Own our Outcomes: Take ownership of your portfolio by ensuring compliant, timely, and effective recovery of delinquent accounts

Key Responsibilities:

• Manage and recover an allocated portfolio of delinquent merchant accounts, applying approved collection strategies to reduce Portfolio-at-Risk and credit losses.
• Conduct field visits to delinquent merchants to verify operations, assess ability to repay, negotiate repayment, and collect payments.
• Negotiate sustainable repayment arrangements while maintaining positive, professional merchant relationships.
• Draft, issue, and track demand letters and statutory notices in line with SOPs and regulatory requirements.
• Perform skip tracing to locate merchants and coordinate lawful recovery of assets where applicable.
• Maintain accurate collection records and update all actions in the loan-management / collection module.
• Escalate accounts for CRB listing or legal action, and coordinate with Credit, Legal, Customer Support, Sales, and external recovery agents.
• Track and report recovery rate, PAR, DPD movement, and cure rates to meet collection and recovery targets.

Education/Experience Needed:

• Diploma or bachelor's degree in business, Finance, Commerce, or a related field.
• 3-5 Years experience in collections, loan recovery, credit control, customer service, or a related field is an added advantage.
• Understanding credit recovery processes and customer engagement practices.
• Proficiency in Microsoft Excel, CRM systems, or reporting tools is an advantage.
• Valid driving license and willingness to travel for field visits.

Skills & Competencies Needed:

• Strong negotiation, communication, and customer engagement skills.
• Ability to manage difficult conversations with professionalism, empathy, and resilience.
• Target-driven with strong follow-through and accountability for assigned portfolios.
• Strong attention to detail with ability to maintain accurate records and reports.
• Integrity and confidentiality when handling merchant information.