Vacancies at Pesapal

Job Summary

• The Collections Agent is responsible for supporting recovery efforts by engaging merchants with outstanding Merchant Cash Advance repayments. The role focuses on timely follow-ups, repayment support, accurate record keeping, and maintaining positive merchant relationships while ensuring professional and compliant collections practices.
• This is a six (6) months 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: Engage merchants professionally, understand repayment challenges, and provide guidance on available repayment solutions.
• Deliver Exceptional Results: Achieve collection targets through consistent follow-ups, effective account management, and timely resolution of overdue repayments.
• Together we do great Work: Collaborate with Collections Officers and internal teams to share insights, escalate issues, and improve recovery outcomes.
• Own our Outcomes: Take accountability for assigned accounts by maintaining accurate records, following collection processes, and driving timely repayment.

Key Responsibilities:

• Contact merchants with due or overdue repayments through approved channels including calls, SMS, email, and WhatsApp.
• Follow up on missed or partial repayments and support repayment arrangements within company guidelines.
• Achieve daily, weekly, and monthly collection and contact targets.
• Educate merchants on repayment balances, terms, and available payment options.
• Maintain accurate records of all merchant interactions, commitments, and outcomes in the CRM/collection system.
• Monitor early-stage delinquent accounts and take timely action to prevent further ageing.
• Handle merchant queries relating to repayments and escalate complex issues appropriately.
• Support the identification and escalation of high-risk or disputed accounts.
• Maintain fair, ethical, and compliant collections practices in line with company policies and regulatory requirements.

Education/Experience Needed:

• Minimum KCSE or equivalent qualification.
• 1–2 years' experience in collections, debt recovery, callCentre, customer service, or credit operations.
• Experience within fintech, banking, SACCO, microfinance, or digital lending is an advantage.
• Proficiency in Microsoft Office and experience using CRM or collections systems is an added advantage

Skills & Competencies Needed:

• Strong communication skills in English and Kiswahili.
• Good negotiation and problem-solving skills.
• Resilient, persistent, and comfortable working with targets.
• Professional and empathetic approach when handling merchant conversations.
• High integrity and ability to handle confidential customer information.

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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.

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Job Summary

• Pesapal is seeking a driven, people-focused Sales Representative (Merchant & Credit) to lead the conversion of our existing payment merchants into active Pesapal Credit clients. This is a proactive, target-led acquisition role: you will engage merchants already using our payment solutions, educate them on how Pesapal Credit can fuel their growth, secure their opt-in consent, and guide them through onboarding until a credit limit is assigned. You will own the front line of merchant conversion; building trust, removing onboarding friction, maintaining accurate CRM records, and delivering against monthly conversion and activation targets.
• This is a six (6) months 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: Consistently drive successful merchant credit adoption by achieving onboarding, application conversion, and activation targets.
• Deliver Exceptional Results: Achieve acquisition, conversion, and activation targets through proactive merchant engagement and effective follow-up.
• Together we do great Work: Collaborate with internal teams to drive smooth onboarding and quick issue resolution.
• Own our Outcomes: Take full responsibility for your pipeline, from prospecting to activation and retention.

Key Responsibilities:

• Engage existing Pesapal merchants through phone calls, WhatsApp, email, and field visits to drive credit adoption.
• Identify eligible merchants, secure opt-in consent, and support completion of credit applications.
• Follow up with merchants throughout the application journey to drive timely approval and activation.
• Collect and verify required documentation in line with credit requirements.
• Maintain accurate CRM records, merchant interactions, application status, and follow-up activities.
• Achieve monthly credit application, approval, and activation targets.
• Collaborate with Credit, Operations, and Customer Success teams to resolve application and onboarding challenges.
• Capture merchant feedback and share insights to improve credit uptake and customer experience.

Education/Experience Needed:

• Minimum KCSE or equivalent qualification.
• Minimum 3 years' experience in selling Loans/credit & loan disbursement process or business development within fintech, financial services or related industries.
• Proven ability to work towards sales targets and deliver results.
• Experience using CRM systems and Microsoft Office is an advantage
• Valid driving licence and willingness to conduct regular field visits.

Skills & Competencies Needed:

• Strong communication, negotiation, and closing skills.
• Customer-focused with the ability to build trust and maintain relationships.
• Resilient, proactive, and highly driven to achieve targets.
• Strong follow-up, organisation, and time management skills.
• Ability to engage customers through multiple channels including field interactions.