Job Location : Western part of  Kenya

About The Role

We are looking for a results-focused Area Collections Executive (ACE) to deliver portfolio collections and risk management within the hub. The role focuses on resolving defaulted and low-consumption accounts, managing complex customer cases, and assisting Energy Officers with difficult collections and repossessions.
The ACE will play a key role in protecting portfolio quality, improving customer payment behaviour and ensuring timely resolution of emerging portfolio risks. This is a hub-based role with significant field engagement.

• Default resolution — carrying out repossession and ensuring recovery is carried out effectively and that recovered products are delivered to the depot, while assisting field teams to close on pending repossessions 
• Portfolio recovery & resolution — contacts allocated accounts and actions payment resolutions
• Relocations — verifies client relocation requests, coordinates account transfers between hubs, and manages recovery or closure for clients moving outside operational areas.
• Impromptu uninstallations — Handles urgent uninstallation requests that fall outside scheduled activities, coordinating field teams for retrieval and escalating exceptional cases.
• Fraud, misconduct & tampering — Reports fraud, misconduct, and product tampering, documenting findings and escalating them to the Risk Manager.
• Repossession disputes — Addresses customer complaints arising from repossessions, reviews EO (Energy Officers) compliance, and resolves disputes or repayment arrangements.
• Client & EO (Energy Officers) conflict resolution — Investigates and resolves disputes between clients and EOs, escalating serious cases to management.
• Theft & stolen products — Manages stolen product reports, verifies incidents, coordinates recovery, and escalates cases to the Risk Manager.
• Repayment alignments & consumption requests — Reviews repayment concerns and cookstove replacement requests by checking account and payment history.
• Contract terms — Clarifies contractual terms and ownership transfers and resolves related disputes.
• Coordinates & photo handover — Provides verified client location and ID details to EOs (Energy Officers) for visits to clients who refuse to engage, in line with the data protection policy.
• Non-recoverable account switches — Escalates accounts from EO (Energy Officer) to Risk Manager where recovery attempts have failed and ensures portfolio metrics do not unfairly penalize agents for advance bulk payments.
• Providing weekly updates to Sales and Risk management teams on-field interventions performed and results achieved, along with customer insights.
• Reporting any cases of product tampering observed in the field through the process and mechanism established by the Risk team.
• Training Agents (Energy Officers) on dealing with repossessions and difficult customer collection issues.
• Driving operating rhythm to follow-up with Agents (Field Officers) to ensure they are completing their collection calls and repossession tasks on time.

• Have at least 2 years of experience preferably in the Collections
• Have credit management Experience in a MFI/Bank/Fintech/PAYGO company (Added Advantage)

• Have experience as a motorbike rider 
• Have great people skills.
• Have fraud detection & Investigation.
• Are attentive to detail.
• Are Proficient in Microsoft Excel 
• Have problem-solving capabilities.
• Have good communication and presentation skills.
• Are a good planner.
• Have previous work experience in Field collections (Added Advantage.)

We place great importance on sustaining a diverse, inclusive work environment.

We believe that innovation and understanding comes from diversity on every spectrum. We work to make sure
every Sun King team member knows that they belong, knowing that sustaining an inclusive workplace requires
conscious effort and is a continuous journey, not an end-state.
Sun King recruits, employs, trains, compensates and promotes people based on their experience, skills, effort,
and results. We explicitly prohibit discrimination on the basis of race, religion, caste, national origin, color,
gender, marital status, family structure, sexual orientation, HIV/AIDS status, or disability.