Area Collections Executive (reliever) - Lpg At Sun King (formerly Greenlight Planet)
Sun King (Formerly Greenlight Planet)·Nairobi, kenya·Full Time·Contract
RetailFull TimeContract
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About The Role
We are looking for a results-focused Area Collections Executive (ACE) to deliver portfolio collections and risk management within the hub. The role focuses on resolving defaulted and low-consumption accounts, managing complex customer cases, and assisting Energy Officers with difficult collections and repossessions.
The ACE will play a key role in protecting portfolio quality, improving customer payment behaviour and ensuring timely resolution of emerging portfolio risks. This is a hub-based role with significant field engagement.
What you would be expected to do
Default resolution carrying out repossession and ensuring recovery is carried out effectively and that recovered products are delivered to the depot, while assisting field teams to close on pending repossessions
Relocations verifies client relocation requests, coordinates account transfers between hubs, and manages recovery or closure for clients moving outside operational areas.
Impromptu uninstallations Handles urgent uninstallation requests that fall outside scheduled activities, coordinating field teams for retrieval and escalating exceptional cases.
Fraud, misconduct & tampering Reports fraud, misconduct, and product tampering, documenting findings and escalating them to the Risk Manager.
Repossession disputes Addresses customer complaints arising from repossessions, reviews EO (Energy Officers) compliance, and resolves disputes or repayment arrangements.
Client & EO (Energy Officers) conflict resolution Investigates and resolves disputes between clients and EOs, escalating serious cases to management.
Theft & stolen products Manages stolen product reports, verifies incidents, coordinates recovery, and escalates cases to the Risk Manager.
Repayment alignments & consumption requests Reviews repayment concerns and cookstove replacement requests by checking account and payment history.
Contract terms Clarifies contractual terms and ownership transfers and resolves related disputes.
Coordinates & photo handover Provides verified client location and ID details to EOs (Energy Officers) for visits to clients who refuse to engage, in line with the data protection policy.
Non-recoverable account switches Escalates accounts from EO (Energy Officer) to Risk Manager where recovery attempts have failed and ensures portfolio metrics do not unfairly penalize agents for advance bulk payments.
Providing weekly updates to Sales and Risk management teams on-field interventions performed and results achieved, along with customer insights.
Reporting any cases of product tampering observed in the field through the process and mechanism established by the Risk team.
Training Agents (Energy Officers) on dealing with repossessions and difficult customer collection issues.
Driving operating rhythm to follow-up with Agents (Field Officers) to ensure they are completing their collection calls and repossession tasks on time.
You might be a strong candidate if you:
Have at least 2 years of experience preferably in the Collections
Have credit management Experience in a MFI/Bank/Fintech/PAYGO company (Added Advantage)
Have experience as a motorbike rider
Have great people skills.
Have fraud detection & Investigation.
Are attentive to detail.
Are Proficient in Microsoft Excel
Have problem-solving capabilities.
Have good communication and presentation skills.
Are a good planner.
Have previous work experience in Field collections (Added Advantage.)
What Sun King Offers
Professional growth in a dynamic, rapidly expanding, high-social-impact industry
An open-minded, collaborative culture with enthusiastic colleagues driven by the challenge of innovation and making a profound impact on people and the planet.
A truly multicultural experience: you will have the chance to work with and learn from people from different geographies, nationalities, and backgrounds.
Structured, tailored learning and development programs that help you become a better leader, manager, and professional through the Sun King Center for Leadership.