The Debt Recovery Officer will manage long-outstanding debts, typically accounts aged 90+ days or over one year. The role covers debt recovery, collections follow-up, debt monitoring, restructuring discussions, client visits, preparation of portfolio performance reports, and accurate documentation of recovery actions.
Key Responsibilities
Debt Recovery and Follow-Up:
Contact customers with overdue accounts via telephone, email, or other communication channels.
Discuss payment options and negotiate repayment plans that align with company policies.
Follow up on missed payments and escalate issues where necessary.
Portfolio Management:
Manage and prioritize a portfolio of delinquent accounts to ensure timely recovery.
Analyze customer repayment trends and identify high-risk accounts for escalation.
Monitor and track repayment progress to ensure compliance with agreed terms.
Customer Engagement:
Build professional and respectful relationships with customers to facilitate debt recovery.
Educate customers on repayment options and the consequences of default.
Handle customer queries, complaints, and disputes professionally and promptly.
Compliance and Risk Management:
Ensure all recovery activities comply with company policies, regulatory guidelines, and ethical standards.
Identify and report any potential risks in the recovery process.
Safeguard customer data and privacy in line with legal requirements.
Reporting and Documentation:
Maintain detailed records of all customer interactions, agreements, and recovery outcomes.
Prepare and submit regular reports on portfolio performance and recovery progress.
Update the debt recovery system with accurate and timely data.
Skills & Core Competencies
Strong negotiation, communication, and interpersonal skills.
Excellent organizational and time management abilities.
Familiarity with relevant consumer protection / debt collection laws.
Ability to work independently with minimal supervision.
Good record-keeping and reporting discipline.
Ability to work under pressure and meet deadlines.
Professional Qualifications & Relevant Experience
Diploma/Degree in Business, Finance, Law, or a related field (or equivalent experience).
Minimum 2 years’ proven experience in debt collection, credit control, or recovery.
Experience in debt collection, customer service, credit control, or any related field.
Personal Attributes
High integrity and professionalism.
Resilience and persistence in handling challenging situations.
Strong problem-solving and decision-making skills.
How to Apply
Interested candidates are encouraged to send applications to recruitment@mitchellcotts.co.ke by close of business on Friday July 24, 2026.
