Collections & Recovery Operations Officer

Responsibilities: Manage recovery cases end-to-end: case onboarding, follow-up, payment plan coordination, and closure reporting. Communicate with debtors via WhatsApp/SMS/calls in a professional, structured manner. Negotiate repayment plans and ensure commitments are clear. Track cases and payments accurately using Google Sheets/Excel (or internal tools). Verify payment confirmations with merchants or payment channels and update balances correctly. Maintain clear call/message logs and keep case documentation organised. Provide periodic updates and summaries. Follow conduct guidelines and escalation rules (professional tone, reasonable contact frequency). Requirements: 1–3 years of experience in collections, credit control, debt recovery, micro finance ops, cooperative finance, customer operations, or similar. Strong communication skills (spoken and written), with the ability to handle difficult conversations calmly. Comfortable working with numbers, tracking, and payment...