Ignite Energy Access is Africa’s leading distributed renewable energy provider, delivering state-of-the-art solutions that enable reliable, affordable, and sustainable energy access to millions across the continent.
Job Purpose/Mission
The Customer Finance Collections Officer will be fundamental to the successful implementation of our Customer Finance Strategy and in achieving our ambitious goals. You will work cross-functionally with a wide range of teams acting as the “eyes, ears and mouth” of the field teams in their responsibilities related to collections. You will work extremely closely to support in effectively carrying out Customer Finance related field activities by building out operational processes, systems and tools and making sure the right people get training and support to perform their role in the credit cycle and customer account management. You will work with the Field Operations Manager to ensure the application of operational best practices in credit Collections. The role requires the Collections Officer to spend 100% of his/her time in the field.
Key Responsibilities
Field Team Activity Monitoring & Oversight (60%)
Work closely with CX (Customer Experience) and CF (Customer Finance) teams to align on ambitious but achievable targets and benchmarks for field activities related to collections and repossessions.
Manage handling and reassignment of orphaned customers with support from the Field Operations Manager.
Routinely monitor capacity requirements per each Hub based on the Orphaned Portfolio and ensure targets are communicated to Collection Champions.
Responsible for hiring Collection Champions based on the growth of the Orphan portfolio in the Hubs.
Ensure proper training and compliance on Collection processes and field escalation activities for Collection Champions.
Implement and track field initiatives (e.g., Home Visits, Repossessions) by the Collection Champions.
Generate weekly and monthly route planners and trackers for Collection Champions to aid in field visits.
Support Collection Champions in daily execution of duties.
Escalate suspected fraud cases to the Repossession and Fraud Coordinator.
Manage repossessions and ensure equipment is returned to the Hub.
Monitor and report on performance of all Collection Champions on a daily, weekly, and monthly basis.
Field Team Capacity & Performance Management (40%)
Directly manage Collection Champions in day-to-day activities to ensure targets are achieved.
Handle communication and coordination of weekly collection drives.
Troubleshoot and escalate operational issues.
Deliver classroom and on-the-job training.
Support recruitment and onboarding of Collection Champions.
Implement customer repayment promotions and internal campaigns.
Requirements
3+ years’ work experience in a similar role coordinating, supporting, or managing field team activities, particularly in credit collections.
A University degree or Diploma in Economics, Banking, Finance, Accounting, or a related field.
Strong interpersonal skills with a high degree of clarity in communication.
Experience in delivering training to large groups and facilitating assessments is a plus.
Commitment to spending 100% of time in the field mentoring Collection Champions.
Experience working directly with commission-based field agents is an advantage.
Must possess a valid riding license.
How to Apply
Interested and qualified candidates should apply online via the Ignite Energy Access application form hosted on Microsoft Forms. Access the application portal through this link: https://www.myjobmag.co.ke/apply-now/1200833
How to Apply
Interested and qualified candidates should submit their application through the company's official Microsoft Forms application page. You can access the form by clicking 'Apply Now' on the portal link: https://www.myjobmag.co.ke/apply-now/1200833.
