Collections Officer, Vehicle Asset Finance at Stratostaff

Collections Officer, Vehicle Asset Finance at Stratostaff – Stratostaff Kenya Job Details

About the Role

Stratostaff is recruiting a Collections Officer, Vehicle Asset Finance to join their call center operations in Kenya. This is a full-time position focused on managing arrears accounts and recovering payments on non-performing loans within the vehicle finance sector. The role combines proactive customer engagement with compliance-driven collections work, emphasizing both debt recovery and customer retention where possible.

As a Collections Officer, Vehicle Asset Finance at Stratostaff, you will work across multiple communication channels—phone, email, WhatsApp, SMS, and chat—to engage customers, negotiate payment arrangements, and report on portfolio performance. This position requires someone with collections experience who understands vehicle asset finance products and can balance firm collection tactics with regulatory compliance requirements.

Key Responsibilities

• Execute telephonic collections on arrears accounts with the goal of securing realistic payment promises from customers for amounts due.
• Handle customer enquiries and requests across all available channels within agreed service times and quality standards.
• Initiate collections engagements through phone, email, WhatsApp, SMS, chat and other designated channels based on account status.
• Maintain high call activity levels in line with business unit targets while adhering to average handling time benchmarks.
• Confirm and update customer records accurately to ensure portfolio data integrity.
• Refer accounts to trace and recovery partners when customer contact cannot be established.
• Coordinate movable asset tracing activities in conjunction with tracking companies and repossession agents where necessary.
• Prepare comprehensive reports and documentation for management covering portfolio recommendations, customer interactions, and account dispositions.
• Proactively educate customers about self-service options and direct them to appropriate digital channels where relevant.
• Ensure compliance with statutory, regulatory, and internal business requirements throughout all customer interactions.

Requirements & Qualifications

• Bachelor’s degree in Business, Commerce, Economics, Social Sciences, or another relevant field.
• 1–3 years of collections experience, preferably in a credit or finance collections environment.
• Sound knowledge of vehicle asset finance products and credit structures.
• Strong understanding of applicable credit policies, procedures, and relevant legislation governing consumer lending.
• Proficiency in computer systems and data analytics tools relevant to collections and portfolio management.
• Knowledge of bank products within your assigned business unit to support customer retention and engagement.
• Ability to identify and manage risk within your area of influence using established policies and procedures.
• Demonstrated professional communication skills suitable for high-volume call center environments.

What to Expect

• A structured call center environment with clear targets, shift schedules, and performance benchmarks aligned to business unit standards.
• Regular interaction with customers at various stages of arrears, requiring a combination of empathy and assertiveness.
• Compliance-focused work requiring adherence to regulatory disclosures and verification procedures to protect both the organization and customers.
• This Collections Officer, Vehicle Asset Finance at Stratostaff position in Kenya is open to qualified candidates. Click Apply below to submit your application.