Background information about the job or company (e.g., role context, company overview)

Yellow Pages Kenya is a full-service digital agency providing print, online and digital services. We have been in existence for over 30 years, present in Angola, Sao Tome, East Timor, Mozambique, Cape Verde, and now in Tanzania handling advertising needs for corporates, SMEs, and small businesses across our group companies

Responsibilities or duties

Debt Collection:

• Contact debtors via phone calls, emails, SMS, and written correspondence to recover overdue accounts.
• Use persuasive, professional, and empathetic communication to encourage timely payments.

Account Management:

• Maintain accurate and up-to-date records of all collection activities, including calls made, payment promises, disputes, and resolutions.
• Update collection systems regularly to reflect account status.

Negotiation & Payment Plans:

• Negotiate payment arrangements, settlements, or repayment plans aligned with company policies and customer financial capacity.
• Follow up on agreed payment commitments to ensure compliance.

Dispute Resolution:

• Investigate and resolve account disputes by reviewing documentation and liaising with customers and internal departments.
• Escalate complex cases appropriately when necessary.

Compliance & Ethics:

• Conduct all collection activities in compliance with the Fair Debt Collection Practices Act (Kenya) and other applicable regulations.
• Ensure confidentiality of customer information and adhere to ethical collection standards.

Performance Tracking & Reporting:

• Meet or exceed monthly collection targets to maximize commission earnings.
• Provide regular reports on recovery progress to the Collections Manager or Team Lead.

Customer Service:

• Maintain a professional and respectful approach, even when handling difficult or sensitive situations.
• Educate customers on payment options and consequences of non-payment where applicable.

Cross-Functional Collaboration:

• Work closely with finance and legal teams on escalated accounts or cases requiring further action.

Qualifications or requirements (e.g., education, skills)

Experience needed

Any other provided details (e.g., benefits, work environment, team info, or additional notes)

WHAT WE OFFER:

• Commission-based compensation with a monthly stipend.
• Attractive commission earnings based on successful debt recovery and performance targets
• Opportunity for higher income through consistent performance
• Supportive team environment with guidance from experienced collections professionals
• Opportunity to grow skills in negotiation, customer engagement, and credit management
• Exposure to a structured collections environment within a reputable organization

• Contact debtors via phone calls, emails, SMS, and written correspondence to recover overdue accounts.
• Use persuasive, professional, and empathetic communication to encourage timely payments.
• Maintain accurate and up-to-date records of all collection activities, including calls made, payment promises, disputes, and resolutions.
• Update collection systems regularly to reflect account status.
• Negotiate payment arrangements, settlements, or repayment plans aligned with company policies and customer financial capacity.
• Follow up on agreed payment commitments to ensure compliance.
• Investigate and resolve account disputes by reviewing documentation and liaising with customers and internal departments.
• Escalate complex cases appropriately when necessary.
• Conduct all collection activities in compliance with the Fair Debt Collection Practices Act (Kenya) and other applicable regulations.
• Ensure confidentiality of customer information and adhere to ethical collection standards.
• Meet or exceed monthly collection targets to maximize commission earnings.
• Provide regular reports on recovery progress to the Collections Manager or Team Lead.
• Maintain a professional and respectful approach, even when handling difficult or sensitive situations.
• Educate customers on payment options and consequences of non-payment where applicable.
• Work closely with finance and legal teams on escalated accounts or cases requiring further action.

• Strong negotiation and persuasion skills
• Excellent verbal and written communication skills
• Results-oriented with a strong drive to meet targets
• Ability to handle pressure and rejection professionally
• High level of integrity and emotional intelligence
• Basic computer skills and familiarity with collection systems

• Diploma or Bachelor’s degree in Business Administration, Finance, Accounting, or a related field (preferred).
• Minimum of 1–2 years’ experience in debt collection, credit control, or accounts receivable.