Debt Collections Agent at 4G Capital

The Opportunity

• As a Debt Collections Agent, you'll play a critical role in protecting the quality of our loan portfolio while maintaining positive customer relationships.
• You'll work closely with customers, branch teams and internal stakeholders to recover overdue accounts through ethical, professional and solutions-focused engagement.
• This role combines field collections, customer relationship management and portfolio performance, making it ideal for someone who enjoys solving problems, negotiating effectively and making a measurable business impact.

What You'll Be Doing

Manage Customer Accounts

• Proactively manage assigned customer accounts to ensure timely recovery of overdue payments.
• Consistently achieve daily and monthly collection targets through effective planning and execution.
• Conduct timely follow-up on defaulted accounts to maximise recoveries.
• Investigate and resolve customer queries while maintaining positive customer relationships.

Protect Portfolio Quality

• Monitor delinquent accounts and implement appropriate recovery strategies.
• Work closely with branch teams and the Call Centre to reduce portfolio risk and improve recoveries.
• Develop practical repayment solutions that support both the customer and the business.
• Contribute to maintaining a healthy and sustainable loan portfolio.

Field Recovery & Stakeholder Engagement

• Conduct field visits to support debt recovery activities.
• Prepare detailed recovery reports and action plans following field engagements.
• Collaborate with branch teams during recovery campaigns to maximize collection performance.
• Build productive working relationships with local administration, community leaders and security agencies where appropriate to support recovery efforts.

Reporting & Compliance

• Maintain accurate and up-to-date collection records and customer documentation.
• Provide regular reports on recovery progress, challenges and recommendations.
• Ensure all collection activities comply with company policies, regulatory requirements and ethical collection practices.
• Uphold the highest standards of professionalism, integrity and customer confidentiality.

What We're Looking For

Essential

We're looking for someone who has:

• A Diploma or Degree in a Business-related field.
• Previous experience in debt collection (mandatory).
• Strong communication, negotiation and interpersonal skills.
• Excellent organisational and time management skills.
• High attention to detail and strong problem-solving ability.
• Ability to manage confidential information with discretion.
• A strong customer service mindset and professional approach.
• Ability to work independently while contributing effectively within a team.
• Willingness to relocate anywhere within Kenya.

Desirable

• It would be an advantage if you have:
• Experience within financial services, micro-finance or lending.
• Experience conducting field collections and customer visits.
• Experience working with community stakeholders and local administration.
• Knowledge of credit risk management and portfolio recovery strategies.

You'll Thrive in This Role If You

• Stay calm, resilient and solution-focused under pressure.
• Balance commercial outcomes with empathy and respect for customers.
• Take ownership of your portfolio and consistently deliver results.
• Enjoy working both in the field and collaboratively with internal teams.
• Have a strong sense of integrity and accountability.
• Believe in responsible lending and helping entrepreneurs recover and succeed.