About Liwiro Microcredit Limited

We are a growing duly licenced microfinance institution dedicated to providing affordable and accessible digital financial solutions to individuals and small and medium enterprises in Malawi.

Job Summary:

We are seeking dedicated and experienced individuals for the position of Intern Collection Officer to take responsibility for the recovery of overdue loans through ethical, data-driven, and customer-centric approaches. The role focuses on digital loan portfolios, using mobile platforms, automated systems, and customer engagement tools to minimize portfolio at risk (PAR) and maintain a healthy repayment behavior.

Key Responsibilities

A. Loan Collections & Recovery

• Monitor and manage overdue digital loan accounts (early, mid, and late delinquency).
• Contact customers via phone calls, SMS, WhatsApp, USSD, email, and in-app messaging to encourage repayment.
• Negotiate repayment plans and restructuring options in line with company policy.
• Follow up on broken promises to pay (PTPs) and escalate chronic delinquency cases.
• Support write-off and recovery processes where applicable.

B. Digital & System-Based Operations

• Use loan management systems (LMS) and collection dashboards to track delinquency trends.
• Update customer records, call outcomes, and repayment commitments in real time.
• Work with automated collection tools (SMS reminders, IVR, AI prompts).
• Reconcile repayments made through mobile money, bank transfers, and digital wallets.

C. Compliance & Customer Protection

• Ensure all collection activities comply with consumer protection laws, data privacy regulations, and ethical collection standards.
• Avoid harassment, intimidation, or misleading communication.
• Handle customer complaints professionally and escalate when required.
• Adhere to internal policies, regulatory guidelines, and codes of conduct.

D. Reporting & Portfolio Management

• Prepare daily, weekly, and monthly collection reports.
• Track key metrics such as PAR, recovery rates, roll rates, and cure rates.
• Provide feedback on borrower behavior and portfolio risk trends.
• Collaborate with Credit, Risk, and Customer Support teams to improve repayment outcomes.

E. Customer Relationship Management

• Educate customers on digital repayment channels and loan terms.
• Promote a positive customer experience while balancing firm recovery efforts.
• Build long-term repayment discipline and trust.

Key Performance Indicators (KPIs)

• Portfolio at Risk (PAR) Day 0 and PAR Day 30
• Collection efficiency / recovery rate
• Promise-to-pay (PTP) kept rate
• Nil customer complaints ratio

Key Relationships

• Internal: All staff, Senior Management
• External: Customers and other stakeholders

Requirements:

Education:

• Malawi School Certificate of Education (MSCE) or Diploma in Accounting, Business Administration, Finance, Economics, Social Sciences or any related field.

Skills:

• Strong analytical, problem-solving, and communication skills.
• Strong customer service skills.
• Ability to work in a fast-paced environment.
• Excellent communication and problem-solving skills.
• Proven track record of leading teams and driving process improvements.

Renumeration

The company offers competitive benefits including performance related bonuses based on qualifications and experience. Successful candidates will be thoroughly trained before taking up their responsibilities.

• Monitor and manage overdue digital loan accounts (early, mid, and late delinquency).
• Contact customers via phone calls, SMS, WhatsApp, USSD, email, and in-app messaging to encourage repayment.
• Negotiate repayment plans and restructuring options in line with company policy.
• Follow up on broken promises to pay (PTPs) and escalate chronic delinquency cases.
• Support write-off and recovery processes where applicable.
• Use loan management systems (LMS) and collection dashboards to track delinquency trends.
• Update customer records, call outcomes, and repayment commitments in real time.
• Work with automated collection tools (SMS reminders, IVR, AI prompts).
• Reconcile repayments made through mobile money, bank transfers, and digital wallets.
• Ensure all collection activities comply with consumer protection laws, data privacy regulations, and ethical collection standards.
• Avoid harassment, intimidation, or misleading communication.
• Handle customer complaints professionally and escalate when required.
• Adhere to internal policies, regulatory guidelines, and codes of conduct.
• Prepare daily, weekly, and monthly collection reports.
• Track key metrics such as PAR, recovery rates, roll rates, and cure rates.
• Provide feedback on borrower behavior and portfolio risk trends.
• Collaborate with Credit, Risk, and Customer Support teams to improve repayment outcomes.
• Educate customers on digital repayment channels and loan terms.
• Promote a positive customer experience while balancing firm recovery efforts.
• Build long-term repayment discipline and trust.

• Strong analytical, problem-solving, and communication skills.
• Strong customer service skills.
• Ability to work in a fast-paced environment.
• Excellent communication and problem-solving skills.
• Proven track record of leading teams and driving process improvements.

• Malawi School Certificate of Education (MSCE) or Diploma in Accounting, Business Administration, Finance, Economics, Social Sciences or any related field.