DEPARTMENT: Customer Experience

REPORTING TO: Soft phones Collections Manager

DEADLINE: 8th August 2025

LOCATION: Mogo Head Offices

JOB PURPOSE:

To lead and supervise a team of Field Collection Officers in executing effective recovery strategies and managing Overdue accounts while ensuring compliance with Mogo policies and fostering a culture of high performance and customer care.

You will be responsible of ensuring daily, weekly and monthly teams targets achieved, performance management and review of the team is done as required by the Mogo HR policy.

This position will require you to be in office 75% and 25% within your respective regions. Other responsibilities include but are not limited to

KEY RESPONSIBILITIES:

1. Team Supervision & Leadership

• Supervise, mentor, and support Field Collection Officers to achieve individual and team recovery targets.
• Assign leads to territory field agents and monitor field visits, routes, and daily collection activities.
• Conduct regular performance evaluations and provide on-the-job training.

2. Loan Recovery skill

• Ensure efficient follow-up and collection of overdue loans by the field team.
  Provide support in handling difficult or escalated Overdue cases for investigation
• Review repayment agreements and field reports for accuracy and compliance.

3. Reporting

• Compile daily, weekly, and monthly collection reports.
• Set and track key performance indicators (KPls) for collections and recommend areas for improvement.
• Analyze trends in default and field operations to develop proactive recovery strategies.

4. Stakeholder Engagement

• Liaise with internal departments such as Credit, Legal, and Customer Service on delinquency matters.
• Engage with community leaders, guarantors, and local authorities to facilitate recovery.
• Ensure customer complaints are addressed professionally and promptly.

5. Compliance & Risk Management

Ensure the field collections team operates within company policies and regulatory guidelines.

• Enforce ethical practices and fair treatment in collections processes.
• Report any risks, fraud, or field irregularities immediately for investigation.

SKILLS AND COMPETENCIES:

• Strong leadership and team management skills.
• Excellent communication and interpersonal skills.
• Analytical and problem-solving skills.
  Negotiation and conflict resolution capabilities.
  Proficient in MS Office and collections systems.
• Ability to work under pressure and meet deadlines.

KEY QUALIFICATIONS & EXPERIENCE:

• Bachelor’s degree in Business Administration, Finance, or related field.
• Minimum of 3 years of experience in collections or credit recovery, with at least 1 year in a supervisory role.
• Field-based experience in microfinance or financial services is highly preferred.