Collections Officer – Faulu MFB

Faulu Microfinance Bank, a subsidiary of Old Mutual Kenya, is seeking a diligent and results-driven Collections Officer to join its Credit Risk team. Reporting directly to the Manager – Collections, the successful candidate will play a critical role in safeguarding the institution's loan portfolio by ensuring timely repayment of all disbursed loans and minimising exposure to non-performing loans (NPLs).

The role carries a specific focus on managing loans in the 1–30 Days Past Due (DPD) bucket across Retail, SME, and Community segments. The Collections Officer will work in close collaboration with Branch Managers and the Debt Recovery Unit to contain arrears, implement collections strategies, and maintain the Portfolio at Risk (PAR) within institutional targets.

• Monitor and manage all loan repayments to ensure payments are received on or before due dates across all disbursed loan accounts.
• Review daily excess reports to identify operationally delinquent accounts and follow up with Branch Managers for prompt regularisation of overdrawn accounts.
• Maintain a detailed and up-to-date tracker of all loan follow-up activities for accounts in arrears.
• Manage the full loan portfolio (Retail, SME, and Community) by implementing proactive collections strategies to minimise subsequent losses and NPL graduation.
• Prepare daily and weekly arrears reports for all branches and coordinate with branch teams to drive full repayment.
• Draft and dispatch demand letters to defaulting customers in a timely and compliant manner.
• Liaise with the Debt Recovery Unit to ensure seamless and well-documented transition of loan files between collection buckets.
• Identify and escalate early warning signs on accounts, preparing recommendations for management review.
• Maintain an updated register of loan-related insurance claims and follow through to ensure prompt reimbursement.
• Monitor debt collection response cycles, contact rates, and credit control performance metrics.
• Ensure compliance with the Bank's internal credit policies, loan administration procedures, and all applicable regulatory requirements.
• Consult with the Legal Department before entering into any counter-agreements with defaulting customers.
• Generate compliance and performance reports to support management decision-making and appraisals.
• Ensure all retail loans are booked with employers and that employer remittances are received promptly.
• Support branches in minimising credit risk through regular engagement and guidance on collections best practices.

• Demonstrate at least 2–4 years of hands-on experience in loan collections, credit control, or debt recovery within a bank or microfinance institution.
• Apply knowledge of credit risk management frameworks to assess delinquency trends and recommend corrective actions.
• Communicate effectively and assertively with defaulting customers, branch teams, and internal stakeholders to drive repayment outcomes.
• Prepare accurate and timely reports using MS Excel or equivalent tools, translating data into actionable insights for management.
• Work independently under pressure, managing multiple accounts and deadlines simultaneously with high attention to detail.
• Demonstrate familiarity with Central Bank of Kenya (CBK) prudential guidelines on loan classification and provisioning.
• Show capacity to work extended hours during month-end or high-delinquency periods while maintaining productivity and accuracy.
• Exhibit strong negotiation and interpersonal skills to manage difficult customer interactions professionally and ethically.

Salary is competitive and commensurate with experience within the Kenyan microfinance and banking sector. Based on market benchmarks for this level, the estimated monthly gross package ranges from KES 60,000 to KES 100,000. Old Mutual Kenya offers a structured benefits package in line with its position as a leading financial services group.

• Medical insurance cover
• Performance-based bonus
• Pension / provident fund contributions

Ideal candidate: A proactive credit or collections professional with a background in microfinance or commercial banking who thrives in a target-driven environment. You are comfortable engaging directly with customers and branch teams, possess strong analytical skills, and are committed to protecting the institution's loan book. A background in Retail, SME, or Community banking collections is a strong advantage.

Do NOT apply if: You have no prior experience in collections, debt recovery, or credit administration. This role is not suitable for candidates seeking a purely administrative or back-office position with no client-facing responsibility, or those unable to meet strict reporting deadlines consistently.

• Prepare an updated CV highlighting your collections or credit experience, key achievements, and portfolio metrics managed.
• Write a concise cover letter addressed to the Hiring Manager – Collections, Old Mutual Kenya / Faulu MFB.
• Submit your application through the Old Mutual Kenya careers portal or the job platform where this role was advertised.
• Ensure your application clearly references the role title: Collections Officer – Faulu MFB.
• Only shortlisted candidates will be contacted. If you do not hear back within 3 weeks of the application deadline, consider your application unsuccessful for this round.