Collections Representative

Fido empowers millions across Africa to take control of their finances with ease. As a leader in cutting-edge financial technology, Fido clears the way for building credit, securing instant loans, making smart investments, and obtaining tailored insurance. No banker’s hours, no hidden fees—just endless opportunities.

From city centers to rural communities, Fido is breaking barriers and creating financial freedom, providing access to innovative tools and services that foster growth and empowerment. By leveraging advanced technology, Fido is shaping a future of opportunity and financial inclusion across the continent.

Join the team and be a part of leading this transformative change, driving impact where it matters most.

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What you would do

The role of the Collections Representative will recover overdue loans through planned interactions and scripted processes. You will provide front line support and build 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 recovery 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 through the team leaders 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.

Accountabilities  

• Responsible for achieving the assigned recovery amount target and or recovery rate
• Responsible for achieving the assigned clients interaction target;
• Responsible for achieving the assigned all other recovery metrics as assigned by the team leader or manager or head of department
• Responsible for documenting all customer feedback in line with department guidelines or as advised by the team leader or manager.

Other duties & responsibilities

• Resolving issues within individual limit at the first point of contact and escalating customers issue via appropriate channels
• Contribute to a supportive team culture, working collaboratively with the rest of the business to share best practices and learnings
• To support unexpected crisis/ emergency response situations to ensure the impact on clients and the business is mitigated  
• Ensure written and verbal communication  with colleagues is professional and in line with brand value
• Report all accidents, ‘near miss’ incidents and work related ill health conditions to your manager/supervisor and Head of department.
• Ensure that you are compliant with all recovery policies
• Ensure the available resources and tools are effectively and efficiently used and submit requests when necessary.
• Assist in developing debt collection strategies in line departments strategy and plans.
• Ensure data privacy policies and guidelines are strictly always adhered to.
• Undertaking any other duties and ad hoc responsibilities as directed by your supervisor and as required to support any unforeseen crisis events

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• A minimum of a diploma or degree in Business Administration, Banking & Finance, Marketing, or a related field is an added advantage.
• At least 1 year of experience in debt recovery, customer service, sales, or any client-facing role.
• Experience working with targets or KPIs is preferred.
• 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.

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