Job Family - Operations- Collections

Job Title - Collection Agent

Direct Reporting - Team Manager

Optivus K Limited, formerly Nimble Group Kenya is looking for a collection agent to negotiate with arrears account customers to maximize debt recovery and profitability.

1. Understands, interprets and applies laws, rules, regulations, policies and/or procedures to the collections process
2. Making outbound calls to customers with delinquent accounts.
3. Negotiate payment plans in line with company policy and client agreements.
4. Update customer account information and maintain accurate records in the system.
5. Achieve daily, weekly, and monthly targets for calls, promises to pay (PTP), and collections.
6. Handle objections and disputes professionally, escalating complex issues where necessary.
7. Provide excellent customer service while maintaining firm collection goals.
8. Recommend accounts for further action (e.g., legal proceedings, write-offs) based on company policy.
9. Participate in regular training and feedback sessions to improve performance.
10. Role model behaviour and attitude.
11. May be required to participate in fieldwork or any other assignments outside the office as needed.
12. Any other duties assigned by the supervisor.

Key Performance Indicators

Collections management- Achieves collections to the collections target set

Productivity

• Matters worked
• Number of activations
• Settlement
• RCP- PTP Conversion rate
• Honour Rate of payers
• Strong pipeline
• Robust MS Excel portfolio segmented with

Data integrity and accuracy - Practices sound data ethics; ensures that all system requirements are adhered to, and special attention is paid to the quality of information obtained and captured.

 Data Protection and Compliance- Ensure compliance with legal requirements relating to data protection

• No direct prior work experience required since onboarding induction and training are provided.
• Prior work experience within a call centre environment / outbound sales environment / outbound customer service environment, maintaining queries, with proven evidence, is an added advantage.

• Ability to manage complex customer relationships and conflict.
• Strong communication and negotiation skills,
• Computer literate
• Understanding / working knowledge of a collections system is advantageous.
• High level of integrity
• Strong work ethic
• Self-motivated
• Able to work under pressure
• Reliable
• Time management,
• Able to work in a team

If you meet the qualifications, we’d love to hear from you! Please send your resume to [email protected] with the subject line " Collection Agent—[YourName]."