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. This is a full-time position focused on managing outbound collection activities for micro, small, and medium enterprise (MSME) customers with overdue loan facilities. The role sits within the bank’s Finance and Accounting division, where you’ll work directly with customers to secure payment commitments and recover outstanding balances.

The Tele-Collector – MSME Collections position requires someone with strong communication skills, familiarity with debt collection practices, and the ability to handle customer negotiations professionally. You’ll operate within established collection frameworks while maintaining accurate records and reporting customer interactions through the bank’s systems.

Key Responsibilities

• Execute outbound calls to customers carrying overdue facilities, securing payment commitments and monitoring compliance with agreed terms.
• Engage customers using standardized collection scripts and approved guidelines, sustaining regular contact across your assigned customer portfolio.
• Monitor and manage allocated accounts within your arrears portfolio, working to contain problem accounts before they deteriorate further.
• Identify customers requiring urgent intervention to prevent account status decline, and escalate high-complexity or high-risk cases to your Team Leader.
• Promote customer enrolment in Settlement Instructions and other approved debt resolution programs.
• Recognize and report indicators of customer financial stress, including reduced business activity, cash flow constraints, business closure or relocation, and repeated missed payment commitments.
• Record all customer interactions, payment commitments, and outcomes accurately and on time in E-Collect and other designated bank systems.
• Support bank campaigns and portfolio quality initiatives, and escalate matters requiring field visits, loan restructuring, legal proceedings, or other corrective actions.

Requirements & Qualifications

• Bachelor’s degree in Business Administration, Finance, Banking, Economics, Accounting, Marketing, or a related discipline from an accredited institution.
• Minimum one year of direct experience in tele-collections, debt collections, or a comparable role.
• Experience in financial services or the debt collection sector will strengthen your application.
• Demonstrated ability in customer engagement and negotiation, with working knowledge of lending structures and collection procedures.
• Competency in report writing, documentation, and computer literacy with proficiency in Microsoft Office applications.
• Ability to maintain accuracy under pressure while managing multiple customer accounts and deadlines.

What to Expect

• You will work in a structured collections environment where adherence to approved scripts and guidelines is essential.
• Your role involves regular telephone contact with customers, requiring clear communication and professional demeanor across all interactions.
• 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.