Collections Representative

At Fido, we are building the future of finance in Africa, powered by advanced technology, data driven decision making and bold thinking.

Through AI, Cutting-edge data science and automation, we’re redefining how people access and experience financial services. Our goal is to make finance simple, smart and accessible, giving everyone the confidence to take charge of their financial story.

Joining Fido is an opportunity to drive real impact, solve meaningful problems and contribute to building a future where millions have the tools to create, grow and thrive.

We are looking for a Collections Representative to recover overdue loans through planned interactions and scripted processes. The Collections  Representative provides front line  support and builds relationships with Fido clients to repay loan instalments while achieving the set targets.

This role is key in supporting the delivery of the company key performance targets and the client relations strategy by working collaboratively with other collection agents/officers under the supervision of a team leader or an associate manager while working to schedule, deliver financial targets and provide an exceptional client experience.

Work with the head of department though the team leaders and managers on the creation and delivery of the recovery strategy, creating an environment where the agent can take proactive ownership of the client loan repayment journey, and provide solutions in order to improve loan repayments collections.

Responsibilities:

Essential Duties and Responsibilities:

Includes the following non-inclusive list. Other duties may be assigned. All duties are to be performed in compliance with applicable laws, policies and procedures.

• Manage large numbers of inbound and outbound calls in a timely manner
• Interviewing clients telephonically to establish their ability to pay debt.
• Negotiate partial repayments and payment plans when possible
• Use various skip tracing methods to locate clients and confirm repayments
• Respond appropriately & timely to customer’s Queries/complaints
• Follow communication “scripts” when handling different topics
• Identify customer needs, clarify information, investigate and provide relevant solutions
• Build sustainable relationships and engage customers by going an extra mile
• Keep records of all conversations on our collection systems in a comprehensive way.
• Meet personal qualitative and quantitative targets
• De-escalate situations involving dissatisfied customers while offering assistance and support
• Guide customers through troubleshooting and using products and services 
• Diligently perform other official tasks assigned to you.

Who you are:
A minimum of a diploma or degree in Business Administration, Banking & Finance, Marketing, or a related field.

• At least 3 years of experience in debt recovery, customer service, sales, or any client-facing role.
• Familiarity with loan products or financial services is a plus.
• Strong communication, negotiation, and interpersonal skills.
• Ability to manage difficult conversations with empathy and professionalism.
• Basic proficiency in Microsoft Office (Excel, Word) and CRM or customer management tools.
• Fluency in English; knowledge of local languages is an advantage.
• Strong organizational and time-management skills.
• Ability to work independently and as part of a team.