Background

Flexi Personnel Ltd is a HR Company that was founded in 2008. It is currently the fastest growing HR firm in Kenya offering a wide range of services including Headhunting and Executive selection, Outsourced Labor management, HR Outsourcing, Outsourced Payroll Management, HR consultancy, Psychometric Assessments and Expatriate Services and relocation support....

JOB PURPOSE

The Debt Collection Officer will be responsible for managing and recovering outstanding customer debts, ensuring timely collection of receivables while maintaining professional customer relationships and compliance with company policies and applicable laws. The role will monitor overdue accounts, engage customers on payment arrangements, and support the business in minimizing bad debts and improving cash flow.

KEY ROLES & RESPONSIBILITIES:

• Contact customers with outstanding balances through phone calls, SMS, email, WhatsApp, and other appropriate channels to secure payment.
• Follow up consistently on overdue accounts and maintain an active collection pipeline.
• Negotiate payment plans, settlements, and repayment arrangements within approved guidelines.
• Prioritize accounts based on the age, value, and recoverability of outstanding debts.
• Maintain accurate and up-to-date records of all collection activities, customer commitments, payments, and follow-ups.
• Monitor agreed payment plans and ensure customers honor their commitments.
• Investigate and resolve customer queries or disputes relating to outstanding balances.
• Escalate difficult, high-value, disputed, or potentially irrecoverable accounts appropriately.
• Provide regular updates and reports on collections achieved, outstanding balances, recovery rates, and collection challenges.
• Meet or exceed assigned monthly debt recovery and collection targets.
• Maintain professional, ethical, and respectful communication with customers throughout the collection process.
• Ensure all collection activities comply with company policies, applicable laws, and data protection requirements.

QUALIFICATIONS & EXPERIENCE:

• Diploma or Bachelor’s degree in Business Administration, Finance, Accounting, Economics, or a related field.
• 2+ years’ experience in debt collection, credit control, accounts receivable, telesales, or a similar target-driven role.
• Proven ability to negotiate and persuade customers to make payments.
• Strong communication, follow-up, negotiation, and interpersonal skills.
• Good numerical and record-keeping abilities.
• Proficiency in Microsoft Office and/or collection, CRM, or accounting systems is an added advantage.
• Ability to work independently, manage multiple accounts, and consistently deliver against targets.
• Previous experience in a commission-based or performance-driven environment will be an advantage.

COMPENSATION

This is a commission-based position. The successful candidate will earn commissions based on successful debt recoveries/collections, in accordance with the company's approved commission structure.

• Contact customers with outstanding balances through phone calls, SMS, email, WhatsApp, and other appropriate channels to secure payment.
• Follow up consistently on overdue accounts and maintain an active collection pipeline.
• Negotiate payment plans, settlements, and repayment arrangements within approved guidelines.
• Prioritize accounts based on the age, value, and recoverability of outstanding debts.
• Maintain accurate and up-to-date records of all collection activities, customer commitments, payments, and follow-ups.
• Monitor agreed payment plans and ensure customers honor their commitments.
• Investigate and resolve customer queries or disputes relating to outstanding balances.
• Escalate difficult, high-value, disputed, or potentially irrecoverable accounts appropriately.
• Provide regular updates and reports on collections achieved, outstanding balances, recovery rates, and collection challenges.
• Meet or exceed assigned monthly debt recovery and collection targets.
• Maintain professional, ethical, and respectful communication with customers throughout the collection process.
• Ensure all collection activities comply with company policies, applicable laws, and data protection requirements.

• Proven ability to negotiate and persuade customers to make payments.
• Strong communication, follow-up, negotiation, and interpersonal skills.
• Good numerical and record-keeping abilities.
• Proficiency in Microsoft Office and/or collection, CRM, or accounting systems is an added advantage.
• Ability to work independently, manage multiple accounts, and consistently deliver against targets.

• Diploma or Bachelor’s degree in Business Administration, Finance, Accounting, Economics, or a related field.
• 2+ years’ experience in debt collection, credit control, accounts receivable, telesales, or a similar target-driven role.
• Previous experience in a commission-based or performance-driven environment will be an advantage.