Tele-Collector – MSME Collections at Co-operative Bank of Kenya

Tele-Collector – MSME Collections at Co-operative Bank of Kenya – Co-operative Bank of Kenya Kenya Job Details

About the Role

Co-operative Bank of Kenya is recruiting a Tele-Collector – MSME Collections to join its collections team in Nairobi on a full-time basis. This role focuses on recovering overdue facilities from micro, small, and medium enterprise (MSME) customers through structured telephone outreach and professional engagement. The position sits within the bank’s Accounting and Collections function, where you will manage assigned portfolio accounts and work to improve overall portfolio quality through effective customer contact and payment recovery.

The successful candidate will handle customer interactions with tact and professionalism, using approved scripts and collection guidelines to secure payment commitments and monitor their fulfillment. You will operate within E-Collect and other bank systems, maintain accurate records of all customer engagements, and escalate complex cases appropriately. This is a full-time position based in Nairobi, suited to candidates with debt collection or financial services experience and a commitment to meeting collection targets.

Key Responsibilities

• Place outbound calls to customers with overdue accounts and negotiate payment commitments, then follow up to confirm completion of promised payments.
• Apply approved collection scripts and organizational guidelines consistently across all customer interactions while maintaining a professional tone.
• Oversee a portfolio of assigned accounts in early and mid-stage arrears, working to prevent accounts from moving into deeper arrears buckets.
• Identify and prioritize customer accounts at highest risk of default or further deterioration, recommending immediate intervention where needed.
• Refer cases involving complex account structures, high exposure, or early warning signs to the Team Leader for specialist handling and decision-making.
• Encourage eligible customers to enroll in Settlement Instructions and other approved recovery arrangements offered by the bank.
• Record all customer contacts, payment agreements reached, and outcomes in E-Collect and any other designated system used by the organization.
• Alert management to signs of customer distress, including reduced business turnover, cash flow strain, business closure or relocation, and repeated failure to keep payment promises.
• Support wider campaigns and initiatives aimed at reducing arrears and improving the overall health of the MSME loan portfolio.

Requirements & Qualifications

• Bachelor’s degree in Business Administration, Finance, Banking, Economics, Accounting, Marketing, or a related discipline from a recognized Kenyan or international institution.
• Minimum one year of professional experience in tele-collections, debt recovery, or a closely related collections role.
• Prior experience in financial services, lending, or debt collection processes is strongly preferred.
• Demonstrated skill in customer negotiation, engagement, and communication; working knowledge of lending and collection procedures and terminology.
• Strong report writing and documentation ability; proficiency in Microsoft Office applications and general computer literacy.
• Ability to maintain accurate records, meet daily call targets, and work effectively within a monitored quality assurance environment.

What to Expect

• A structured collections environment where performance is monitored through call volume, collection success, and account management metrics.
• Access to bank systems, training on collection processes, and ongoing support from your Team Leader for escalations and difficult cases.
• Regular interaction with MSME business owners and finance managers across diverse sectors; an opportunity to develop negotiation and customer insight skills.
• This Tele-Collector – MSME Collections at Co-operative Bank of Kenya position in Nairobi is open to qualified candidates. Click Apply below to submit your application.

Method of Application

Interested and qualified? Go to Co-operative Bank of Kenya on www.co-opbank.co.ke to apply

Build your CV for free. Download in different templates.