Collections Officer – Mobile Installment (BNPL)

Job Title: Collections Officer – Mobile Installment (BNPL)Reports To: Collections SupervisorLocation: 51 Allen Road, Opposite Item7 Ikeja.Company: Flexi Microfinance Bank (Flexi MFB)Budget: 70,000 NGN basic, 20,000+ NGN Performance basedJob SummaryThe 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 ResponsibilitiesMonitor and manage assigned loan portfolios to ensure timely repayment of installmentsContact customers through calls, SMS, and other approved channels to remind and recover overdue paymentsNegotiate and agree on repayment plans with delinquent customers, ensuring commitments are tracked and followed upEscalate chronic or high-risk delinquent accounts to the supervisor for advanced recovery or legal actionMaintain professional and courteous communication with customers to preserve relationships while ensuring complianceProvide accurate information to customers regarding account balances, repayment schedules, and penaltiesEducate customers on repayment obligations and financial discipline to prevent defaultMaintain 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 exposureProvide feedback and insights to management on default patterns and potential process improvementsWork closely with the Credit Risk, Customer Support, and Sales teams to ensure smooth loan recovery and portfolio performanceAdhere strictly to regulatory and internal compliance standards, including data privacy and customer communication policiesSupport external collection agents or partners, ensuring alignment with Flexi MFB’s recovery strategy and ethicsQualifications & RequirementsBachelor’s Degree or HND in Finance, Accounting, Business Administration, or a related field1–4 years of experience in loan recovery, credit control, or collections—preferably within a microfinance, fintech, or BNPL environmentStrong understanding of credit lifecycle management and consumer lendingExcellent communication, negotiation, and interpersonal skillsProficiency in Microsoft Office tools and loan management systems (LMS or CRM software)Strong analytical mindset and attention to detailAbility to work under pressure and meet recovery targetsFluency in English and local dialects is an added advantageKey CompetenciesResult-Oriented: Driven to meet and exceed collection targetsEmpathy & Persistence: Skilled at maintaining professionalism while ensuring accountabilityAnalytical Thinking: Ability to interpret data and identify risk trendsTeam Collaboration: Works effectively with internal and external stakeholdersIntegrity & Compliance: Adheres to ethical standards and organizational policiesPerformance Indicators (KPIs)Recovery rate (current and overdue accounts)Portfolio at Risk (PAR) ratioPercentage of customers restructured or rehabilitated successfullyCustomer satisfaction during collection interactionsPowered by JazzHRUtYNbNQVC4