Area Collections Executive (Reliever) – LPG Job Sun King, Nairobi, Kenya

Job description

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.

Responsibilities

• 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 
• Portfolio recovery & resolution — contacts allocated accounts and actions payment resolutions
• 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.

Qualifications

• 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.

How to Apply

Click here to apply