Reporting to: Operations Manager
Job Purpose:
The Case Agents will be responsible for executing the collection of debt in more specialised and / complex cases. The Case Agent will work his / her accounts from cradle to grave, taking individual ownership of each case. He/ she will be required to conduct research and prepare to implement more varied negotiating strategies and use a broader range of legal and investigation services to recover debt effectively.

Nairobi, Kenya


Under the management / direction of the Operations Manager, the Specialised Collections Case Agent will have the following responsibilities (including but not limited to):
• Efficient management of allocated cases from start to finish
• Conduct effective debtor research and prepare cases accurately
• Achieve right party contact using a comprehensive set of tools and support services
• Implement effective negotiation for collection and / resolution of debt
• Effective escalation of more complex or high-value matters to improve collections outcomes
• Ensuring optimal conversion of allocated debts to cash collections using a variety of strategies
• Ad-hoc duties


• Minimum 3 year’s debt collections or credit management experience
• An understanding of business entities, business lending and lending criteria
• A firm understanding of the legal processes and procedures
• Experience in collections on banking portfolios is advantageous
• Experience in a legal collections environment is preferable but not mandatory
• Computer Literate (MS Office) an intermediate level
• Familiarity with conducting research via the internet and various other tools
• Working knowledge of Collections system/s is advantageous
• Ability to work in a fast paced and changing environment


• Professional communication skills (verbal & written)
• Self-motivated and target driven
• Strong negotiation skills
• Ability to build strong working relationships (internal/external) and effectively communicate with colleagues and customers / clients at all levels
• A pro-active team player – works well in a team and contributes to the team success
• Ability to take ownership of responsibilities
• Problem solving skills
• Persuasive / influencing skills
• High degree of accuracy
• Strong business writing skills
• Innovative