The Collections Officer for Credit Cards is responsible for managing the collection and recovery process of delinquent credit card accounts. This role focuses on maintaining the quality of the credit card portfolio by negotiating exit strategies, identifying delinquency early through analytics, and ensuring compliance with international card scheme rules (Visa/Mastercard) and Central Bank of Kenya guidelines. The primary goal is to reduce provisions and prevent non-performing loan (NPL) attrition.
Principle Accountabilities
Financial
Negotiating with clients and coming up with suitable exit strategies for delinquent Credit Cards within assigned portfolio.
Recommending delinquent Credit Cards to be placed on lock-up (classified/downgraded) and those to be exempted.
Telephonic Collections: Conduct high-volume outbound calling and obtaining PTPs.
Proactively identify delinquent cards; use analytics dashboards to flag suspicious cards, analyse utilization trends, behaviour scoring, and segmentation; recommend collection strategy improvements.
Management, collection and recovery of outstanding amounts under assigned portfolio of past due accounts with a view of roll rate control, over limit regularization, charge off prevention, and minimum due default reduction.
Achieve monthly recovery targets; review early arrears accounts and recommend action plans; implement action plans and monitor performance;
Reduce provisions and prevent NPL attrition on the Credit Card Portfolio.
Ensuring effective customer communication through calls, emails, issuance of demand letters and notices etc.
Internal Business Process
Manage card scheme relationships (Visa, Mastercard) including compliance, incentives, and strategic initiatives.
Work closely with technology and operations teams to deliver product enhancements and system improvements
Support audits, regulatory reviews, and scheme compliance activities
Collation and submission of quality data/reports in a timely manner or as may be required from time to time.
Meeting regulatory compliance requirements and consistency in adherence to and effective application of established policies, processes, procedures and tools in achieving optimal efficiency and cost effectiveness.
Optimal utilization of available technology e.g. collection system etc.
Accurate asset classification in the system
Audit ratings - Satisfactory
CBK Inspection ratings - Satisfactory
Customer & Process Control
Provide customers with account information; conduct customer call visits; handle and escalate fraud indicators, disputes, and suspicious activity; ensure accurate CPR reporting; maintain complete documentation; ensure compliance with card scheme rules and CBK guidelines.
Improve customer experience through faster turnaround times, and effective servicing.
Analyze customer behavior and insights to optimize offers and promotions
Quality of credit service standards and maintenance of TAT as per policy
Clear Communication and excellent relationship management in handling assigned portfolio of delinquent accounts.
People & Culture
Champion continuous learning and adoption of best practices in cards and payments.
Uphold HFC values
Self-development- participate in team learning and knowledge sharing.
Performance Management
Key Competencies and Skills
Solid understanding of credit card products and knowledge of credit card lifecycle
Understanding of CBK Prudential Guidelines and card-specific regulations.
Ability to analyse utilization, repayment behavior, roll rates, and segmentation.
Fraud indicator identification and dispute handling.
Proficiency with CMS, collections systems, dialers, CRM systems and Microsoft Office Suite.
Strong negotiation skills and customer service attitude.
Knowledge of KYC/AML compliance requirements.
Portfolio monitoring and evaluation skills.
Resilience and ability to work under pressure.
Emotional intelligence and conflict-resolution skills.
Minimum Qualifications, Knowledge and Experience
Bachelor's degree in Finance, Business, or a related field preferred.
Minimum 3 years’ experience, two of which should be in credit / lending in a debt management / collection functions or Card Operations.
Experience with card management systems (CMS).
Knowledge of Visa/Mastercard scheme rules and ability to extract and interpret delinquency and behavioural reports.
Interested and qualified candidates should apply through the official HF Group portal. You can access the application via this link which directs to hfgroup.co.ke.
