Collections Officer job at Koolboks

About Koolboks

Koolboks is a clean energy company providing solar-powered refrigeration and energy solutions through flexible Pay-As-You-Go (PAYGo) financing. We are committed to making sustainable cooling accessible while delivering an exceptional customer experience.

Job Summary

We are seeking a proactive and results-driven Collections Officer to manage overdue customer accounts and ensure timely repayment of outstanding balances. The ideal candidate will have prior experience in debt collection, loan recovery, or credit control, preferably within a financial institution, fintech, telecommunications, or PAYGo environment. The Collections Officer will work closely with customers to negotiate repayment arrangements while maintaining positive customer relationships and minimizing portfolio risk. Effective collections officers combine strong negotiation, communication, and record-keeping skills to improve recovery rates while maintaining professionalism.

Key Responsibilities

• Contact customers with overdue accounts via phone, SMS, WhatsApp, email, and field visits where necessary.
• Follow up on missed payments and negotiate realistic repayment plans.
• Monitor assigned customer portfolios and ensure collection targets are achieved.
• Accurately document all customer interactions, payment commitments, and collection activities in the CRM or collections system.
• Escalate high-risk or unresponsive accounts in accordance with company policy.
• Collaborate with the Sales, Customer Service, and Technical teams to resolve customer issues affecting repayments.
• Prepare daily, weekly, and monthly collections performance reports.
• Ensure all collection activities comply with company policies and applicable Ugandan regulations.
• Identify customers at risk of default and recommend appropriate recovery strategies.
• Support repossession or asset recovery processes where applicable.

Requirements

• Bachelor's degree or Diploma in Business Administration, Finance, Accounting, Economics, or a related field.
• Minimum of 1-2 years' experience in collections, debt recovery, credit control, or loan recovery.
• Experience in microfinance, fintech, banking, telecommunications, or PAYGo businesses is highly desirable.
• Proven ability to negotiate and recover overdue payments.
• Strong verbal and written communication skills.
• Good analytical and problem-solving abilities.
• Proficiency in Microsoft Office (Excel, Word) and CRM systems.
• High level of integrity, resilience, and professionalism.
• Ability to work independently while meeting collection targets.

Preferred Skills

• Excellent negotiation and conflict resolution skills.
• Strong customer relationship management abilities.
• Ability to remain calm and professional during difficult conversations.
• Attention to detail and strong organizational skills.
• Time management and ability to manage a high-volume portfolio.
• Knowledge of credit and collections best practices.

• Contact customers with overdue accounts via phone, SMS, WhatsApp, email, and field visits where necessary.
• Follow up on missed payments and negotiate realistic repayment plans.
• Monitor assigned customer portfolios and ensure collection targets are achieved.
• Accurately document all customer interactions, payment commitments, and collection activities in the CRM or collections system.
• Escalate high-risk or unresponsive accounts in accordance with company policy.
• Collaborate with the Sales, Customer Service, and Technical teams to resolve customer issues affecting repayments.
• Prepare daily, weekly, and monthly collections performance reports.
• Ensure all collection activities comply with company policies and applicable Ugandan regulations.
• Identify customers at risk of default and recommend appropriate recovery strategies.
• Support repossession or asset recovery processes where applicable.

• Excellent negotiation and conflict resolution skills.
• Strong customer relationship management abilities.
• Ability to remain calm and professional during difficult conversations.
• Attention to detail and strong organizational skills.
• Time management and ability to manage a high-volume portfolio.
• Knowledge of credit and collections best practices.
• Strong verbal and written communication skills.
• Good analytical and problem-solving abilities.
• Proficiency in Microsoft Office (Excel, Word) and CRM systems.
• High level of integrity, resilience, and professionalism.
• Ability to work independently while meeting collection targets.

• Bachelor's degree or Diploma in Business Administration, Finance, Accounting, Economics, or a related field.
• Minimum of 1-2 years' experience in collections, debt recovery, credit control, or loan recovery.
• Experience in microfinance, fintech, banking, telecommunications, or PAYGo businesses is highly desirable.
• Proven ability to negotiate and recover overdue payments.