Debt Collection Admin -Phones

Key responsibilities 

1. Complete failed restructurings 

• Pull the daily list of restructuring requests that did not go through in the system. 
• Call each client to confirm their details, explain the agreed new terms and collect any missing information or payment needed. 
• Re-submit and complete the restructuring, then confirm it is reflected correctly on the client's account. 
• Escalate cases that cannot be completed (system errors, missing approvals, disputes) to the Soft Collections Manager or the relevant department, with full details. 

2. Phone unlock notifications 

• Call clients whose phones have been unlocked after payment and confirm the phone is working. 
• Remind them of their next due date and amount, so they keep paying and avoid another lock. 
• Record the call outcome and flag any client whose phone did not unlock for technical follow-up. 

• Diploma or bachelor's degree in business administration, finance, accounting or a related field. 
• At least 1 year in collections, customer service, a call centre or loan administration; experience with device or asset financing is an advantage.
• Clear, polite phone communication in Kiswahili and English. 
• Strong attention to detail when entering data and checking client accounts. 
• Good computer skills: ERP or loan system, Webitel or similar call centre tools, Excel. 
• Able to follow a case through to the end and escalate when something is blocked. 
• Basic understanding of mobile phones, device locking and mobile money payments.