Collections Officer

We are recruiting to fill the position below:

Job Title: Collections Officer – Buy Now Pay Later (BNPL)

Location: Ikeja, Lagos

Job Summary

• Flexi is seeking a proactive, results-driven, and customer-focused Collections Officer to manage overdue Buy Now Pay Later (BNPL) accounts and support repayment recovery efforts.
• The ideal candidate will be responsible for engaging customers professionally, negotiating repayment plans, reducing delinquency rates, and ensuring timely recovery of outstanding loans while maintaining a positive customer experience.
• The Collections Officer will play a critical role in minimizing financial risk, improving portfolio performance, and supporting the overall growth of the BNPL business.

Key Responsibilities

• Work closely with Credit Risk, Customer Service, and Operations teams.
• Educate customers on repayment obligations and consequences of default.
• Resolve repayment-related complaints and escalate complex cases when necessary.
• Handle customer data confidentially and professionally.
• Provide feedback on customer behavior trends and repayment challenges.
• Prepare daily and weekly collection reports.
• Monitor repayment schedules and identify high-risk accounts early.
• Maintain professionalism and empathy while handling customer interactions.
• Achieve assigned recovery and collection targets.
• Negotiate repayment plans with customers based on their financial situation.
• Contact customers with overdue BNPL repayments via phone calls, SMS, WhatsApp, and email.
• Maintain accurate records of customer communications and payment commitments.
• Follow up consistently on delinquent accounts to ensure timely repayments.
• Ensure all collection activities comply with company policies and regulatory guidelines.
• Follow approved escalation and recovery procedures.

Key Performance Indicators (KPIs)

• Reduction in overdue accounts
• Promise-to-pay conversion rate
• Recovery rate achievement
• Daily call and follow-up targets
• Compliance adherence
• Customer engagement quality

Requirements
Educational Qualification:

• Minimum of OND, HND, or Bachelor’s Degree in any discipline.

Experience:

• 1–2 years experience in collections, customer service, tele-sales, or loan recovery is an added advantage.
• Experience in fintech, lending, or BNPL operations is preferred.

Skills & Competencies:

• Ability to work under pressure and meet targets.
• Good persuasion and conflict resolution abilities.
• Strong phone etiquette and customer handling skills.
• Basic knowledge of Microsoft Excel and reporting tools.
• High level of integrity and professionalism.
• Strong communication and negotiation skills.

Salary

• N80,000 Monthly Basic Salary
• N20,000+ Monthly KPI Performance Bonus