FINCA (Malawi) Limited, a subsidiary of FINCA Impact Finance (FIF), is a deposit taking micro finance institution in Malawi operating through 22 service outlets serving borrowers and savers in rural, urban, and peri-urban areas in Malawi.Malawi economic insights

FINCA (Malawi) Limited is increasing access to its services and products through alternate channels. We are committed to Trust, Empathy, Courage and are seeking talented Remote Sales Officers & Remote Collections Officers to join our team to strengthen and prepare the institution for the challenges ahead.

About the Role

The Remote Collections Officers will be responsible for selling FINCA (Malawi) Limited Products and Services, collecting delinquent Loans and Providing a positive customer experience.

The incumbents will also conduct remote loan collections, sales and Customer support.

Key Responsibilities

• Collecting outstanding arrears from delinquent Loan Clients.
• Selling Loan and Savings products to potential and existing clients.
• Answering all incoming voice calls.
• Resolving client complaints within the Acceptable Turn Around Time (TAT).
• Accurate Processing of requests from FINCA (Malawi) Limited Branches and Agents.
• Accurate recording of all client interactions in Customer Relationship Management system (CRM).
• Conducting customer feedback/Experience surveys.

Qualifications and Experience

• Diploma in Business Studies or any other relevant field.
• Conversant with computers – Able to use Microsoft Excel and Email.
• Excellent Negotiation Skills – Able to solicit loan repay commitments.
• Manages Emotions – Handles Tense Conversations with Rude or Angry clients professionally. Offering solutions for misunderstandings in a calm manner.
• Adaptability – Adapts to changes in the work environment; able to deal with frequent changes or unexpected events
• Ethics – Treats people with respect; keeps commitments; Inspires Trust of others; Works with Integrity and upholds Finca values.
• Dependability – Follows instructions, responds to management’s direction; comes to work every day and on time; completes tasks on time.
• Quantity – Strives to increase productivity; meets set Targets.
• Quality – Demonstrates Accuracy and thoroughness; gives feedback to improve performance; Monitor own work to ensure quality.
• Professionalism – Follows through on commitments; Treats others with Respect; has a professional Tone when conversing with clients. Accepts Responsibility for owns actions.

What We Offer

• Competitive salary and performance‑based incentives
• Professional development and career growth opportunities
• A challenging and rewarding work environment

• Collecting outstanding arrears from delinquent Loan Clients.
• Selling Loan and Savings products to potential and existing clients.
• Answering all incoming voice calls.
• Resolving client complaints within the Acceptable Turn Around Time (TAT).
• Accurate Processing of requests from FINCA (Malawi) Limited Branches and Agents.
• Accurate recording of all client interactions in Customer Relationship Management system (CRM).
• Conducting customer feedback/Experience surveys.

• Excellent Negotiation Skills – Able to solicit loan repay commitments.
• Manages Emotions – Handles Tense Conversations with Rude or Angry clients professionally. Offering solutions for misunderstandings in a calm manner.
• Adaptability – Adapts to changes in the work environment; able to deal with frequent changes or unexpected events
• Ethics – Treats people with respect; keeps commitments; Inspires Trust of others; Works with Integrity and upholds Finca values.
• Dependability – Follows instructions, responds to management’s direction; comes to work every day and on time; completes tasks on time.
• Quantity – Strives to increase productivity; meets set Targets.
• Quality – Demonstrates Accuracy and thoroughness; gives feedback to improve performance; Monitor own work to ensure quality.
• Professionalism – Follows through on commitments; Treats others with Respect; has a professional Tone when conversing with clients. Accepts Responsibility for owns actions.

• Diploma in Business Studies or any other relevant field.
• Conversant with computers – Able to use Microsoft Excel and Email.