About this role

Lets Write Africa's Story Together!

Old Mutual is a firm believer in the African opportunity and our diverse talent reflects this.

Job Description

To manage delinquent and high-risk loan accounts through structured follow-up, negotiation, repayment arrangements and approved recovery measures. The role will protect OMFIN's loan portfolio by maximising recoveries, minimising the migration of arrears into non-performing loans and ensuring that recovery actions are properly documented and compliant with applicable laws and policies.

Key roles and responsibilities

A. Delinquency and recovery management
Review arrears reports and identify accounts requiring intensified recovery action.
Prioritise delinquent accounts according to arrears ageing, outstanding exposure, repayment behaviour and assessed recovery risk.
Contact defaulting customers and engage them professionally to establish reasons for non-payment and agree realistic repayment commitments.
Negotiate repayment arrangements within approved authority limits and document all agreed commitments.
Monitor broken promises to pay and initiate appropriate follow-up action.
Maintain regular contact with customers and relevant employer representatives where permitted and appropriate.
Escalate persistent defaults, high-risk accounts and cases requiring management intervention.
B. Recovery strategy and portfolio protection
Develop and implement account-level recovery plans for seriously delinquent accounts.
Identify early warning indicators of potential default, including employment changes, repeated missed repayments and avoidance of contact.
Work with Collections Administrators to ensure timely referral of delinquent accounts and continuity of collection records.
Monitor the effectiveness of recovery strategies and recommend improvements based on recovery outcomes.
Support the reduction of arrears, non-performing loans and credit losses through disciplined follow-up and appropriate escalation.
C. Employer and stakeholder engagement
Coordinate with employer payroll and authorised employer representatives to investigate missed or discontinued deductions where appropriate.
Follow up on repayment-related issues arising from resignation, retrenchment, termination or changes in employment, subject to the applicable loan agreement and legal requirements.
Coordinate with internal stakeholders to establish accurate account balances and identify outstanding repayment obligations.
Ensure that all third-party engagements respect customer confidentiality and approved information-sharing arrangements.
D. Documentation and escalation
Maintain complete and up-to-date recovery files, including contact histories, repayment commitments, correspondence and supporting evidence.
Prepare cases for referral to legal advisers or other authorised recovery channels when approved escalation criteria are met.
Ensure that legal and formal recovery actions are initiated only through approved processes and appropriate authority.
Track escalated cases and follow up on outstanding actions until resolution.
Maintain an accurate record of recovery costs, amounts recovered and outstanding balances.
E. Reporting and compliance
Prepare daily, weekly and monthly reports on delinquent accounts, recoveries, broken promises to pay and recovery outcomes.
Monitor recovery performance against assigned targets.
Ensure that all recovery activities comply with applicable laws, customer protection standards, internal policies and approved communication practices.
Avoid harassment, misleading representations, unauthorised disclosure of customer information or any other prohibited collection practices.
Escalate suspected fraud, disputed balances, customer complaints and unusual account activity through approved channels.

F. Technical and behavioural competencies

Strong negotiation, persuasion and conflict-resolution skills.
Good understanding of credit risk, arrears management and recovery procedures.
Strong numerical, analytical and reporting skills.
Ability to manage difficult conversations professionally.
Resilience, persistence and sound judgement.
High integrity and respect for customer confidentiality.
Strong organisation, documentation and follow-up skills.

G. Key performance indicators

Amount and percentage of delinquent balances recovered.
Recovery rate against assigned targets.
Reduction in arrears and progression of accounts into higher delinquency categories.
Percentage of broken repayment commitments followed up within agreed timelines.
Number and value of accounts regularised or resolved.
Timeliness and completeness of recovery documentation and reports.
Compliance with approved recovery procedures and customer protection requirements.

H. Minimum qualifications

A degree in Banking, Finance, Accounting, Business Administration, Credit Management or a related field.
Training or certification in credit management, debt collection or recovery will be beneficial.

I. Required experience

At least two years of experience in loan collections, debt recovery, credit administration or delinquency management.
Demonstrated experience negotiating repayment commitments and following up overdue accounts.
Experience in microfinance, banking, payroll lending or other retail credit operations will be an advantage.
Familiarity with arrears ageing, recovery reporting and loan management systems is desirable.

Skills

Budget Management, Computer Literacy, Database Reporting, Data Classification, Data Compilation, Data Controls, Data Encoding, Data Modeling, Document Management, Financial Auditing, Management Reporting, Numerical Aptitude, Oral Communications, Report Review
Competencies
Business Insight

Recovery Officer

About this role

Key roles and responsibilities

F. Technical and behavioural competencies

G. Key performance indicators

H. Minimum qualifications

I. Required experience

Skills

## Collaborates

## Communicates Effectively

## Decision Quality

## Ensures Accountability

## Financial Acumen

## Manages Complexity

## Optimizes Work Processes

Education

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