Housing Finance Company of Kenya was incorporated as the premier mortgage Finance Institution in Kenya licensed under the Banking Act with the CDC and the GoK owning 60% and 40% respectively.

Housing Finance started operations with the main objective of implementing the government’s policy of promoting thrift and home ownership by lending ...

Collections Officer, Credit Cards

Job Type

Full Time

Qualification

BA/BSc/HND

Experience

3 years

Location

Nairobi

Job Field

Finance / Accounting / Audit

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, knowledge of credit card lifecycle
• Understanding of CBK Prudential Guidelines and card-specific regulations.
• Ability to analyse utilization, repayment behavior, roll rates, 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.
• Analytical skills and commercial acumen.
• Ability to evaluate credit risk and recommend repayment plans.
• Ability to use analytics dashboards for risk detection.
• Streetwise knowledge in handling diverse customer situations.
• Resilience and ability to work under pressure.
• Emotional intelligence and conflict-resolution skills.
• Strong communication and interpersonal skills.
• Time management and prioritization.
• Integrity, confidentiality, and ethical behavior.
• Teamwork, adaptability, and proactive problem solving.

Minimum Qualifications, Knowledge and Experience

• Bachelor's degree in Finance, Business, or a related field preferred.
• 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.

• 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.
• 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
• 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.
• 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

• Solid understanding of credit card products, knowledge of credit card lifecycle
• Understanding of CBK Prudential Guidelines and card-specific regulations.
• Ability to analyse utilization, repayment behavior, roll rates, 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.
• Analytical skills and commercial acumen.
• Ability to evaluate credit risk and recommend repayment plans.
• Ability to use analytics dashboards for risk detection.
• Streetwise knowledge in handling diverse customer situations.
• Resilience and ability to work under pressure.
• Emotional intelligence and conflict-resolution skills.
• Strong communication and interpersonal skills.
• Time management and prioritization.
• Integrity, confidentiality, and ethical behavior.
• Teamwork, adaptability, and proactive problem solving.

• Bachelor's degree in Finance, Business, or a related field preferred.
• 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.