Faulu MFB – Digi Collections Intern at Old Mutual Kenya

Faulu MFB – Digi Collections Intern at Old Mutual Kenya – Old Mutual Kenya Kenya Job Details

About the Role

Old Mutual Kenya is recruiting a Faulu MFB – Digi Collections Intern to join its collections team in Nairobi on a full-time basis. Working under the guidance of the Assistant Manager Collections, you will play a key part in ensuring that digital loans approved and disbursed are recovered in line with agreed repayment schedules. This role focuses on early-stage collections activity, specifically targeting loans in the 1–30 days past due (DPD) range, to minimise defaults and reduce the progression of accounts into non-performing loan (NPL) status.

The Faului MFB – Digi Collections Intern at Old Mutual Kenya position requires someone who can balance proactive customer outreach with attention to detail and accurate record-keeping. You will track loan performance, coordinate with external debt collection partners, and generate regular reports on portfolio trends. The internship offers hands-on experience in retail banking collections, credit risk management, and customer engagement in a regulated financial environment.

Key Responsibilities

• Reach out to customers with overdue loan repayments using phone calls, SMS, email, and other approved communication methods to encourage timely settlement.
• Monitor accounts in the DPD 1–6 bracket and take early action through direct contact and follow-up messaging to prevent further delinquency.
• Support coordination with external debt collection (EDC) partners on recovery initiatives for Digi Loans, ensuring alignment with internal objectives.
• Update loan balances and collection statuses for the EDC portfolio on a timely basis to maintain accurate records.
• Prepare daily, weekly, and monthly collections reports detailing performance against targets, including contact volumes and recovery rates.
• Flag anomalies and irregularities in the Digi Loan portfolio before accounts reach outsourcing thresholds to enable early intervention.
• Maintain and update collection performance trackers and dashboards to provide visibility into team metrics and portfolio health.
• Assist in reconciling recovery data between internal systems and outsourced collection agents to ensure data accuracy and compliance.

Key Performance Indicators

• Volume of customer contacts made per working day.
• Conversion rate of promises-to-pay and the percentage of promises kept.
• Reduction in the number of accounts graduating to higher delinquency buckets.
• Accuracy and completeness of account records and portfolio data.
• Adherence to collection procedures and quality assurance standards.

Requirements & Qualifications

• Bachelor’s degree in Business or a related field.
• Proficiency in computer applications and Microsoft Office Suite (Excel, Word, PowerPoint).
• Strong written and verbal communication skills, with the ability to engage customers professionally and clearly.
• Sound negotiation and persuasion abilities to encourage loan repayment and resolve customer objections.
• Customer service mindset with a focus on maintaining positive relationships despite collection pressures.
• Attention to detail and accuracy in data entry, reporting, and record management.
• Basic analytical and problem-solving capability to identify trends and suggest improvements to collection processes.
• Ability to maintain confidentiality of sensitive customer and financial information and uphold professional ethical standards.

What to Expect

• You will gain hands-on experience in loan portfolio monitoring, arrears management, and early-stage debt recovery in a regulated banking environment.
• The role includes exposure to banking compliance requirements in Kenya, collections regulations, and customer engagement techniques that apply across the financial services sector.
• You will develop and strengthen analytical, communication, and data management skills while working closely with the collections leadership team.
• This Faulu MFB – Digi Collections Intern at Old Mutual Kenya position in Nairobi is open to qualified candidates. Click Apply below to submit your application.