Collections Officer at DAG Industries Nigeria Limited

Purpose of the Role

• The Collections / Repayments Officer is responsible for managing a portfolio of clients to ensure timely weekly repayment of loans.
• This role requires strong relationship-building skills, disciplined follow-up, and effective conflict resolution.
• The Officer must maintain accurate records, communicate professionally, and ensure high levels of client trust while safeguarding the company’s asset finance portfolio.

Key Responsibilities
Client Relationship Management:

• Maintain ongoing weekly communication with every client in the assigned portfolio (±200 clients).
• Build and nurture trusted, professional relationships with clients through consistent and respectful interaction.
• Understand each client's circumstances, challenges, and financial behaviour to provide appropriate support.
• Serve as the primary contact for clients relating to their loan accounts.
• Weekly Collections G Repayment Monitoring
• Ensure each client makes their weekly loan repayment on time, every week, without exception.
• Conduct pro-active calls and follow-ups to remind, confirm, and secure repayments.
• Monitor repayment patterns and identify early warning signs of potential delinquency.
• Work closely with the Finance Team to reconcile payments and ensure accurate tracking.

Conflict Resolution G Problem-Solving:

• When a client is unable to make a payment, discuss the situation in detail and record all details. Document all conversations, agreements, and revised commitments in the company’s Portfolio Management System (PMS).
• Maintain professionalism during difficult conversations, ensuring solutions are fair and clearly understood.
• Escalate immediately to the Collections Manager if: No agreement can be reached, A dispute arises, or A client becomes un-cooperative.
• Collaborate closely with the Collections Manager to ensure amicable resolutions.

Portfolio Management G Reporting:

• Manage a portfolio of 200 clients effectively, efficiently, and professionally.
• Monitor repayment performance daily and take corrective action for missed or late payments.
• Maintain accurate and up-to-date notes in the PMS for all client interactions.
• Prepare periodic reports on arrears, repayment behaviour, and portfolio performance.
• Contribute to the continuous improvement of the collections process.

Key Performance Indicators (KPIs)
The Collections Officer will be measured against:

• On-time weekly repayment rate across the portfolio
• Effective management of assigned clients
• Weekly contact made with 100% of clients
• Low delinquency and arrears rate
• Accuracy and completeness of system notes and logs
• Timely escalation of complex or unresolved cases

Required Qualifications & Experience

• High School completion Certificate required; further education in Finance, Business, or Credit / Collections, or related field is advantageous.
• 1 - 3 years of experience in collections, customer service, microfinance, or credit/loan repayment roles.
• Experience in asset finance or asset-backed lending is a strong advantage.
• Understanding of loan agreements, repayment structures, and arrears management practices.

Skills & Competencies:

• Excellent verbal communication and active listening skills.
• Strong relationship-building ability and a client-centred approach.
• Persuasive, confident, and able to handle difficult conversations calmly.
• Problem-solving and negotiation skills.
• High attention to detail and disciplined documentation habits.
• Ability to manage large client portfolios efficiently.
• Proficiency in MS Office and Portfolio Management/CRM systems.
• Strong organisational skills with the ability to prioritise and multitask.

Personal Attributes:

• Professional, patient, and empathetic
• Self-motivated with a strong sense of responsibility
• Persistent without being aggressive
• Ethical, trustworthy, and confidential
• Resilient and able to handle pressure
• Solutions-oriented mindset