Senior Collections Specialist

Money in Minutes

Lagos, nigeria

Role Summary MIM Finance is looking for an experienced and results-driven Senior Collections Officer to strengthen our Collections function and drive improved performance across our loan portfolio. This is a senior, hands-on role for an experienced collections professional who has successfully led collections teams, managed sizeable lending portfolios and delivered measurable improvements in recovery performance. The successful candidate will be expected to go beyond day-to-day recovery activities. You will analyse portfolio performance, develop and execute collections strategies, manage delinquency across different stages, drive team performance and provide management with clear insight into portfolio health and recovery outcomes. We are particularly interested in candidates with substantial experience within consumer lending, fintech, microfinance, digital lending or other credit-led financial institutions. Key Responsibilities Portfolio & Cole Take ownership of collections and recovery performance across assigned loan portfolios. Monitor delinquency trends and proactively manage accounts across early, mid and late-stage collections. Segment delinquent portfolios and determine appropriate collection and recovery strategies based on risk, ageing and customer behaviour. Drive reduction in arrears, Portfolio at Risk (PAR), non-performing loans (NPLs) and roll rates. Track recovery rates, cure rates, repayment performance and Promise-to-Pay fulfilment. Develop targeted recovery plans for deteriorating, high-value and high-risk accounts. Handle complex or escalated recovery cases, including repayment arrangements, restructures and settlements where appropriate. Identify emerging portfolio risks and recommend preventive or corrective action. Team Leadership & Performance Lead, supervise, coach and develop collections officers and recovery personnel. Establish clear daily, weekly and monthly collections targets. Monitor individual and team performance against agreed KPIs. Conduct regular performance reviews and ensure appropriate action is taken where results fall below expectations. Coach team members on negotiation, customer engagement, objection handling and recovery techniques. Promote a performance-driven culture with clear accountability for collection outcomes. Identify skill and process gaps within the team and recommend appropriate training or interventions. Collections Strategy & Process Improvement Develop and continuously improve collections strategies across different delinquency buckets. Analyse repayment behaviour, recovery trends and portfolio data to determine the effectiveness of existing approaches. Recommend changes to collection workflows, contact strategies, escalation processes and repayment arrangements. Work with relevant teams to improve automation and the use of digital channels within the collections process. Review collections scripts, operating procedures and escalation frameworks to improve effectiveness. Identify root causes of recurring defaults and provide feedback to Credit, Risk, Product and Management. Report & Analytics Prepare regular collections and portfolio performance reports for management. Track and analyse key indicators including: Collection and recovery rates Portfolio at Risk (PAR) Non-performing loan ratios Roll rates Cure rates Delinquency ageing Promise-to-Pay performance Agent/team productivity Recovery against assigned targets Translate portfolio data into clear insights and recommended actions. Maintain accurate records of collection activities, repayments, customer commitments and escalations. Stakeholder Management & Compliance Collaborate closely with Credit, Risk, Finance, Legal, Product and Customer Experience teams. Escalate appropriate accounts for legal or alternative recovery action. Manage relationships with external recovery agents or other third-party recovery partners where applicable. Ensure all collections activities comply with company policies, regulatory requirements and appropriate customer protection standards. Maintain professional and ethical recovery practices while ensuring firm accountability for repayment obligations. Skills & Requirements Bachelor's degree in Finance, Accounting, Economics, Business Administration or a related discipline. Minimum of 8 years' relevant experience in Collections, Loan Recovery, Credit Management or a closely related function. Demonstrable experience leading and managing collections/recovery teams. Strong track record of managing lending portfolios and delivering measurable improvement in collections and recovery performance. Strong understanding of delinquency management, PAR, NPLs, roll rates, cure rates, recovery rates and portfolio ageing. Experience managing both performing and delinquent loan portfolios across different collection stages. Strong background within fintech, consumer lending, microfinance, retail banking, digital lending or another credit-focused financial institution. Strong analytical capability and ability to use portfolio data to make operational decisions. Advanced working knowledge of Microsoft Excel and collections/loan management or CRM systems. Strong negotiation and problem-solving capability. Excellent people-management and performance-management skills. Strong written and verbal communication skills. Ability to operate effectively in a target-driven and fast-paced lending environment. Good Haves Experience managing large or high-volume consumer loan portfolios. Experience with both telephone/digital collections and field or hard-recovery processes. Experience working with automated collection systems, loan management systems or data dashboards. Experience managing external recovery agencies or legal recovery processes. Professional certification in Credit, Risk, Banking, Finance or a related discipline. What we are looking for We are looking for someone who can demonstrate results, not simply years of experience. Strong candidates should be able to clearly explain: The size and type of loan portfolios they have managed. The collections teams they have led. The performance targets they were accountable for. Their approach to delinquency and recovery strategy. Specific improvements they achieved in recovery rates, PAR, NPLs or other portfolio indicators. How they have used data and team performance management to improve collections outcomes.

8 days ago

Teamlead, Collections

Renmoney

Lagos, nigeria

full-time

About the Role Renmoney is looking for a hands-on Team Lead, Collections to manage and drive the performance of our collections team. This role is responsible for leading day-to-day collections operations, ensuring recovery targets are met, and improving the efficiency of our delinquency management processes across the loan portfolio. Key Responsibilities Lead, coach, and manage a team of collections officers/agents to meet daily, weekly, and monthly recovery targets Monitor and analyze delinquency buckets, recovery rates, and portfolio-at-risk (PAR) metrics, taking corrective action where performance lags Develop and refine collections strategies and scripts across different delinquency stages (early, mid, late-stage recovery) Ensure collections activities comply with CBN regulations and internal risk/compliance policies Collaborate with Credit Risk, Product, and Customer Experience teams to improve repayment journeys and reduce roll rates Track and report on team performance, recovery trends, and NPL movement to senior management Identify process gaps in the collections workflow and recommend tools/automation to improve efficiency (e.g., dialer systems, SMS/USSD reminders, self-service repayment channels) Handle escalations and complex delinquent cases requiring negotiation or restructuring Train and onboard new collections team members on policies, tools, and best practices Requirements 3+ years of experience in collections, credit risk, or loan recovery within banking, microfinance, or fintech lending 2+ years in a team lead or supervisory capacity Strong understanding of delinquency management, recovery strategies, and credit risk fundamentals Familiarity with collections tools (dialers, CRM/ticketing systems, loan management systems) Data-driven approach, comfortable working with recovery rate, PAR, NPL, and roll rate metrics Strong leadership, coaching, and people-management skills Excellent negotiation and conflict-resolution skills Knowledge of CBN lending and recovery regulations is a plus Benefits Private Health Insurance Pension Plan Paid Time Off Work From Home Training & Development Performance Bonus

a month ago

Field Recovery Officer

FairMoney

Lagos, nigeria

full-time

Role Summary We are looking for a results-driven Collections Officer who understands the importance of accountability, discipline, and follow-through. This is a field-intensive role focused on in-person customer engagement to ensure timely loan recovery. If you're confident, resilient, and not afraid of tough conversations, this role is for you. Key Responsibilities Manage a portfolio of customers with active and overdue loans. Conduct regular in-person visits to customers for payment follow-ups and reminders. Ensure timely recovery of outstanding repayments. Engage customers firmly and professionally to reinforce repayment obligations. Identify high-risk accounts and escalate where necessary. Maintain accurate records of all field interactions and recovery progress. Work closely with internal teams to improve overall portfolio performance. Requirements 1 - 3 years' experience in collections, field operations, or credit recovery (fintech/microfinance is a plus). Strong negotiation and persuasion skills. High level of confidence and resilience. Ability to handle difficult conversations and maintain professionalism. Willingness to spend significant time in the field. Benefits Private Health Insurance. Pension Plan. Training & Development. Performance Bonus. Recruitment Process A screening call with the Senior Recruiter ~30 minutes. Technical interview with the Hiring Manager ~30 minutes.

a month ago

Quality Assurance Officer (hausa Speaker)

PalmPay

Lagos, nigeria

full-time

Job Summary Monitor and evaluate collections interactions to ensure compliance, service quality, and operational standards while identifying coaching opportunities. Key Responsibilities Review calls, chats, and emails using QA scorecards. Ensure compliance with company policies and regulations. Provide feedback and coaching to Collections Officers. Identify quality trends and recommend improvements. Prepare QA reports and maintain evaluation records. Qualifications Bachelor's Degree and 2+ years' experience in Collections, QA, Customer Service, or Contact Centre Operations. Skills: Attention to detail, communication, analytical skills, Excel, CRM systems, reporting, and coaching.

2 months ago

Collection Officer

PalmPay

Lagos, nigeria

full-time

Role Summary We are looking for a collections officer to assist with the collection of outstanding overdrafts. The collections officer will contact clients and inform them of their overdrafts, negotiate payment plans, and ensure payments are made as soon as possible. To ensure success as a collections officer, you should have excellent communication, negotiation, and mathematical skills, as well as attention to detail. A skilled Collections Officer should be able to reduce company losses by encouraging customers to pay their overdue bills. Responsibilities Reviewing the company debtor list. Contacting customers and informing them of their overdue bills. Advising customers on their payment options and suggesting methods of payments. Negotiating suitable payment plans. Maintaining customer payment records. Preparing customer financial statements for banks and the state credit department. Writing final notice warnings to customers when payments are not being made. Instituting legal action when customers fail to pay their debt. Responding to customer queries. Contacting lawyers and insurance agencies to facilitate payments. Required Skill Set Must Haves: BSC, HND or an ND holder in accounting, business management, or a similar field. Excellent negotiating skills. Good written and verbal communication skills. Familiarity with state debt collection laws. Knowledge of payment plans and accounting procedures. Knowledge of office and accounting software. Patience and resilience. Desired: Previous experience working as a Collections Officer. Age between 20 - 35yrs.

3 months ago

Collections Quality Assurance Officer

PalmPay

Lagos, nigeria

full-time

Job Summary Monitor and evaluate collections interactions to ensure compliance, service quality, and operational standards while identifying coaching opportunities. Key Responsibilities Review calls, chats, and emails using QA scorecards. Ensure compliance with company policies and regulations. Provide feedback and coaching to Collections Officers. Identify quality trends and recommend improvements. Prepare QA reports and maintain evaluation records. Qualifications Bachelor's Degree and 2+ years' experience in Collections, QA, Customer Service, or Contact Centre Operations. Skills: Attention to detail, communication, analytical skills, Excel, CRM systems, reporting, and coaching.

4 months ago

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