Background

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.

Responsibilities

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

Qualifications

• Minimum diploma in any field
• Professional certification is an added advantage.

Experience

• 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.

Skills

• 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

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

• 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

• Minimum diploma in any field
• Professional certification is an added advantage.