Debt Recovery Officer-Kakamega at World Vision Kenya

Position Summary

• The Debt Recovery Officer will be responsible for managing and recovering delinquent loans, with a primary focus on accounts above 180 days in arrears and written-off accounts. The role holder will work closely with Branch Managers and other stakeholders to maximize recoveries, minimize loan losses, improve portfolio quality, and ensure effective implementation of recovery strategies while maintaining professional client relationships.

Key Responsibilities & Deliverables

Loan Recovery Management

• Analyze and manage all accounts above 180 days in arrears and written-off accounts.
• Contact delinquent customers and negotiate repayment arrangements.
• Monitor and follow up assigned accounts to ensure recovery targets are achieved.
• Implement proactive and corrective measures to maximize recoveries on long-outstanding loans.
• Develop and execute recovery plans for written-off accounts with the aim of improving recovery rates.

Support Branch Recovery Efforts

• Provide guidance and support to Branch Managers in recovering accounts above 180 days in arrears and written-off accounts.
• Review and analyze long-outstanding delinquent accounts and recommend appropriate recovery actions.
• Coordinate recovery initiatives across branches to improve collection performance and recovery outcomes.
• Work closely with branch teams to ensure timely escalation and resolution of problem accounts.

Field Visits & Customer Engagement

• Conduct branch visits, customer inspections, and recovery field assignments where necessary.
• Verify customer information and assess repayment capacity.
• Trace customers, guarantors, and collateral where applicable to support recovery efforts.
• Prepare field visit reports and recommend appropriate recovery actions.

Recovery Strategy & Portfolio Resolution

• Develop and recommend suitable recovery strategies for delinquent and written-off accounts.
• Document actions taken on each assigned account and maintain accurate recovery records.
• Recommend legal action, restructuring, settlements, recoveries, or account closures where appropriate.
• Support post-write-off recovery initiatives to maximize recoveries and improve portfolio performance.

Third-Party Debt Collection Management

• Liaise with external debt collectors, auctioneers, advocates, and collection agencies.
• Monitor and evaluate the effectiveness of external recovery efforts.
• Ensure compliance with organizational recovery procedures and applicable regulations.
• Recommend engagement or disengagement of service providers based on performance.

Reporting & Analysis

• Prepare daily, weekly, and monthly recovery reports.
• Analyze trends within the 180+ days and written-off portfolio and recommend corrective actions.
• Track recovery performance against targets and provide management updates.
• Maintain accurate records of recovery activities, customer engagements, and resolutions.

Qualifications & Competencies

Education & Experience

• Bachelor’s Degree in Business, Finance, Accounting, Economics, Law, or a related field from a recognized university.
• Practical experience in credit management, debt recovery, collections, or microfinance operations.
• Proven experience handling accounts above 180 days in arrears, non-performing loans, and written-off accounts is an added advantage.
• Demonstrable knowledge of loan recovery processes, portfolio management, and negotiation techniques.

Skills & Attributes

• Excellent negotiation and customer relationship management skills.
• Strong analytical and problem-solving abilities.
• Excellent verbal and written communication skills.
• High level of integrity, accountability, and professionalism.
• Ability to work independently and under pressure to achieve recovery targets.
• Strong time-management and organizational skills.