Background

The United Civil Servants SACCO is member-owned institution dedicated to offering a diverse array of savings and credit products to civil servants, corporate organizations as well as SMEs in Malawi, our mission is to transform the socio-economic lives of all Malawians. With projected business growth for 2026 in alignment with our strategic plan planning from 2022 to 2026, we are actively seeking individuals passionate about fostering positive change in their community and country. We invite applications from candidates driven to contribute to the socio-economic improvement of their society and nation through the United Civil Servants SACCO.

Job Purpose

The SME Collections Officer is responsible for proactively managing and recovering delinquent SME loan accounts by engaging SME members, monitoring portfolio performance, and implementing effective recovery strategies. The role focuses on minimizing credit risk, reducing non-performing SME loans, and supporting the UCSSACCO’s financial sustainability.

Main duties and responsibilities

Loan Recovery and Follow-ups

• Follow up on overdue SME loans through calls, SMS, emails, and physical visits
• Remind members of missed or upcoming repayments.

Account Monitoring and Client Engagement

• Monitor SME loan accounts and ageing reports to identify arrears
• Track daily, weekly, and monthly collection targets
• Maintain accurate and up-to-date records of all recovery actions
• Educate SME members on loan terms and repayment schedules
• Handle member queries and complaints related to repayments
• Maintain professional and ethical conduct when dealing with members

Field Collections

• Conduct field visits to SME members’ business premises and residences
• Verify business operations, cash flows, and member information
• Serve demand notices and reminder letters where applicable

Reporting

• Prepare collection reports on arrears, recoveries, and default trends
• Escalate chronic defaulters to the supervisor
• Recommend write-offs, restructures, or legal action when necessary

Compliance and Risk Management

• Ensure all collection activities comply with institutional policies and regulatory requirements
• Avoid harassment or unethical collection practices
• Support fraud detection by reporting suspicious member behavior

Qualifications, Knowledge, Skills and Experience

• Diploma in Business Administration, Accounting, Finance, or a related field
• At least 2 years’ experience in SME loan collections or credit management
• Knowledge of SME operations, cash flow cycles, and business environments
• Strong analytical and problems solving skills
• High level of integrity and reliability
• Effective communication and stakeholder management skills
• Basic understanding of risk management and collections processes

• Follow up on overdue SME loans through calls, SMS, emails, and physical visits
• Remind members of missed or upcoming repayments.
• Monitor SME loan accounts and ageing reports to identify arrears
• Track daily, weekly, and monthly collection targets
• Maintain accurate and up-to-date records of all recovery actions
• Educate SME members on loan terms and repayment schedules
• Handle member queries and complaints related to repayments
• Maintain professional and ethical conduct when dealing with members
• Conduct field visits to SME members’ business premises and residences
• Verify business operations, cash flows, and member information
• Serve demand notices and reminder letters where applicable
• Prepare collection reports on arrears, recoveries, and default trends
• Escalate chronic defaulters to the supervisor
• Recommend write-offs, restructures, or legal action when necessary
• Ensure all collection activities comply with institutional policies and regulatory requirements
• Avoid harassment or unethical collection practices
• Support fraud detection by reporting suspicious member behavior

• Strong analytical and problems solving skills
• High level of integrity and reliability
• Effective communication and stakeholder management skills
• Basic understanding of risk management and collections processes

• Diploma in Business Administration, Accounting, Finance, or a related field