Loan Recovery Officer

The Loan Recovery Officer is responsible for engaging customers with past-due accounts to support timely repayment, maintain portfolio quality, and reduce delinquency levels.

The Loan Recovery Officer is responsible for engaging customers with past-due accounts to support timely repayment, maintain portfolio quality, and reduce delinquency levels. This role focuses on professional communication, solution-oriented engagement, and ethical recovery practices, while balancing customer support with the organization’s financial objectives.

 Responsibilities 

• Review, monitor, and analyse delinquent and past-due accounts daily to determine appropriate follow-up actions.
• Engage customers through phone calls, emails, SMS, and field visits (where applicable) to discuss outstanding balances and agree on suitable repayment arrangements.
• Negotiate realistic payment plans in line with company policy while maintaining a respectful and customer-focused approach.
• Issue payment reminders, account statements, and follow-up communications
• Accurately document all customer interactions, commitments, and outcomes within loan management system.
• Identify high-risk, long outstanding, or potentially uncollectible accounts and escalate appropriately to management.
• Liaise with external collection agencies, where assigned, to track progress, verify payments, and manage associated fees.
• Ensure all activities are carried out in compliance with company policies, regulatory requirements, and ethical standards.
• Perform any other related duties reasonably assigned.