Collections Officer - Uganda

About the Company

Koolboks is a clean energy business that offers solar-powered refrigeration and energy solutions using flexible pay-as-you-go financing. Its mission is to make sustainable cooling more accessible while maintaining a strong customer experience.

Role Overview

This position is for a driven and organized Collections Officer who will handle overdue customer balances and support timely repayment. The role calls for someone with prior exposure to debt recovery, loan collections, or credit control, ideally gained in a financial institution, fintech company, telecom environment, or a PAYGo setup. You will work with customers to agree on repayment plans, protect customer relationships, and reduce portfolio risk through professional and effective follow-up.

Key Responsibilities

• Reach out to customers with overdue payments through phone calls, text messages, WhatsApp, email, and field visits when needed.
• Track missed installments and work with customers to agree on practical repayment arrangements.
• Manage the assigned portfolio and work toward collection targets.
• Keep accurate records of customer conversations, payment promises, and collection actions in the CRM or collections platform.
• Escalate accounts that are high-risk or not responding, following company procedures.
• Work with Sales, Customer Service, and Technical teams to address issues that may be affecting repayment.
• Compile daily, weekly, and monthly reports on collections performance.
• Carry out collection work in line with company rules and relevant Ugandan laws and regulations.
• Spot accounts that may default and suggest suitable recovery actions.
• Assist with repossession or asset recovery activities when required.

Requirements

• A Bachelor’s degree or Diploma in Business Administration, Finance, Accounting, Economics, or a similar discipline.
• At least 1–2 years of experience in collections, debt recovery, credit control, or loan recovery.
• Background in microfinance, fintech, banking, telecommunications, or PAYGo businesses is an added advantage.
• Demonstrated ability to negotiate and recover overdue payments.
• Strong spoken and written communication skills.
• Good analytical thinking and problem-solving ability.
• Comfort using Microsoft Office tools, especially Excel and Word, along with CRM systems.
• High standards of integrity, resilience, and professionalism.
• Capability to work on your own while meeting collection goals.

Preferred Skills

• Strong negotiation and dispute-handling ability.
• Good relationship management with customers.
• Ability to stay composed and professional in difficult discussions.
• Careful attention to detail and solid organization.
• Effective time management and ability to handle a large portfolio.
• Understanding of credit and collections best practices.