Collections Officer – Mobile Installment (BNPL) at PalmPay

Budget: 70,000 NGN basic, 20,000+ NGN Performance based

Job Summary

The Collections Officer will be responsible for managing and recovering outstanding payments from customers who have purchased mobile devices or other assets through Flexi MFB’s Buy Now, Pay Later (BNPL) or installment programs. The role requires a combination of customer service, negotiation, and analytical skills to ensure repayment compliance, minimize loan default rates, and maintain healthy portfolio quality.

Key Responsibilities

• Monitor and manage assigned loan portfolios to ensure timely repayment of installments.

• Contact customers through calls, SMS, and other approved channels to remind and recover overdue payments
• Negotiate and agree on repayment plans with delinquent customers, ensuring commitments are tracked and followed up.
• Escalate chronic or high-risk delinquent accounts to the supervisor for advanced recovery or legal action.
• Maintain professional and courteous communication with customers to preserve relationships while ensuring compliance.
• Provide accurate information to customers regarding account balances, repayment schedules, and penalties.
• Educate customers on repayment obligations and financial discipline to prevent default.
• Maintain up-to-date records of all customer interactions and collection activities in the loan management system (LMS).
• Prepare and submit daily, weekly, and monthly reports on recovery performance, delinquency trends, and risk exposure.

• Provide feedback and insights to management on default patterns and potential process improvements.
• Work closely with the Credit Risk, Customer Support, and Sales teams to ensure smooth loan recovery and portfolio performance.
• Adhere strictly to regulatory and internal compliance standards, including data privacy and customer communication policies.
• Support external collection agents or partners, ensuring alignment with Flexi MFB’s recovery strategy and ethics.

Qualifications & Requirements

• Bachelor’s Degree or HND in Finance, Accounting, Business Administration, or a related field.
• 1–4 years of experience in loan recovery, credit control, or collections—preferably within a microfinance, fintech, or BNPL environment.
• Strong understanding of credit lifecycle management and consumer lending.
• Excellent communication, negotiation, and interpersonal skills.
• Proficiency in Microsoft Office tools and loan management systems (LMS or CRM software).
• Strong analytical mindset and attention to detail.
• Ability to work under pressure and meet recovery targets.
• Fluency in English and local dialects is an added advantage.

Key Competencies

• Result-Oriented: Driven to meet and exceed collection targets.
• Empathy & Persistence: Skilled at maintaining professionalism while ensuring accountability.
• Analytical Thinking: Ability to interpret data and identify risk trends.
• Team Collaboration: Works effectively with internal and external stakeholders.
• Integrity & Compliance: Adheres to ethical standards and organizational policies.

Performance Indicators (KPIs)

• Recovery rate (current and overdue accounts)
• Portfolio at Risk (PAR) ratio
• Percentage of customers restructured or rehabilitated successfully
• Customer satisfaction during collection interactions