Collections Officer

About Pesapal

Pesapal is a premier payment service provider offering tailored payment and business solutions across Africa since 2009. The company has empowered numerous businesses and entrepreneurs to facilitate payments through multiple channels such as mobile phones, cards, and bank transfers, supported by digital tools for ticketing, reservations, reporting, inventory, merchant credit, and integration APIs. Pesapal aspires to connect one million African businesses to digital payments and the global financial ecosystem by 2030.

Job Overview

The Collections Officer will play a vital role in recovering overdue merchant accounts within an assigned portfolio. This position is primarily field-based, requiring candidate engagement with merchants, negotiating payment plans, following up on accounts, and delivering accurate portfolio reports. Coordination with Credit, Legal, Customer Support, Sales, and external recovery teams is essential to enhance collections outcomes, reduce Portfolio at Risk (PAR), and uphold merchant relations while adhering to internal and regulatory policies. This is a contract role lasting one year, with possible renewal contingent on performance and business needs, suited for self-motivated individuals who excel under target-driven conditions.

Key Responsibilities

• Oversee recovery activities for a dedicated portfolio of delinquent merchant accounts, implementing approved collection techniques to lower credit losses and Portfolio at Risk.
• Perform on-site visits to evaluate merchant operations, negotiate feasible repayment plans, and facilitate payment collections.
• Maintain positive and professional relationships with merchants during negotiation of sustainable repayment agreements.
• Prepare, issue, and monitor demand letters and statutory notices complying with standard operating procedures and regulatory mandates.
• Conduct skip tracing to locate merchants and assist in lawful asset recovery when required.
• Accurately document collection actions and update records in loan management and collection systems.
• Raise escalations for credit reference bureau listing or legal proceedings, collaborating with cross-functional teams and external agents.
• Continuously monitor and report key indicators such as recovery rate, Portfolio at Risk, days past due metrics, and cure rates to ensure collection target achievement.

Qualifications and Experience

• A diploma or bachelor's degree in business, finance, commerce, or related disciplines.
• Preferably 3 to 5 years of experience in collections, loan recovery, credit control, or customer service roles.
• Knowledge of credit recovery procedures and customer engagement best practices.
• Familiarity with Microsoft Excel, CRM software, or reporting platforms is beneficial.
• Possession of a valid driving license and willingness to undertake travel for field engagements.

Skills and Competencies

• Exceptional negotiation and communication capabilities.
• Strong customer relationship management skills with professionalism, empathy, and resilience during challenging interactions.
• Result-oriented mindset with accountability for assigned portfolio outcomes.
• Excellent attention to detail to maintain precise documentation and reporting accuracy.
• Highest level of integrity and confidentiality in managing merchant data.

Why Work with Pesapal?

• Innovative atmosphere with exposure to advanced fintech products and services.
• Opportunities for professional development, skill enhancement, and career progression.
• Chance to contribute meaningfully to transforming Africa's financial landscape.
• Energetic, dynamic work culture offering diverse and stimulating challenges.

Inclusion and Diversity

Pesapal values diversity and inclusivity, promoting a respectful workspace providing equal growth opportunities and nurturing varied perspectives believed to boost creativity and organizational success.