Vacancy title:
Field Collection Coordinator
Employment type: Full time, Industry: Engineering Services, Category: Management,Business Operations,Social Services & Nonprofit,Customer Service,Energy & Mining
Jobs at:
d.light
Deadline of this Job:
Friday, October 30 2026
Duty Station:
Arusha, Tanzania | Arusha
Summary
Date Posted: Wednesday, October 21 2026, Base Salary: Not Disclosed
JOB DETAILS:
Background
d.light is a global social enterprise focused on providing affordable, reliable, and sustainable energy solutions to underserved communities. The company offers solar-powered products and financing solutions that help customers access essential energy services. Its operations include pay-as-you-go (PAYGo) financing, which requires effective customer repayment management and portfolio recovery.
Job Purpose
The Field Collection Coordinator will supervise and improve field collection operations at d.light Tanzania to achieve collection, recovery, and portfolio quality targets.
The successful candidate will provide operational leadership to Field Collection Officers, implement collection strategies, monitor team performance, manage delinquent customer accounts, and ensure compliance with company policies, regulatory requirements, internal controls, and customer protection standards.
Key Duties and Responsibilities
1. Field Collection Strategy, Planning and Governance
- Translate the company’s field collection strategy into actionable plans aligned with collection targets, portfolio quality objectives, and business priorities.
- Support the development and continuous improvement of collection policies, procedures, operating models, and annual collection plans.
- Establish daily, weekly, and monthly collection targets for Team Leaders and Collection Officers.
- Monitor performance against targets and implement corrective actions where necessary.
- Analyse field performance and customer repayment trends to improve customer segmentation, collection strategies, and repayment interventions.
- Ensure collection activities comply with approved procedures, internal controls, applicable laws, regulations, and customer protection standards.
2. Field Collections Operations, Recoveries and Portfolio Management
- Lead daily field collection operations, including team supervision, territory coverage, workload allocation, account assignment, and resource utilisation.
- Drive field cash collection, delinquency reduction, customer win-back, and portfolio recovery targets.
- Monitor the productivity of Collection Officers and Team Leaders, ensuring accountability for results and agreed action plans.
- Analyse portfolio performance by region, territory, customer group, delinquency category, product, and collection channel.
- Develop targeted recovery interventions for delinquent and high-risk accounts using portfolio data and field intelligence.
- Investigate the causes of missed payments and persistent delinquency and coordinate appropriate corrective actions.
- Monitor account recovery and win-back performance to encourage sustained customer repayment.
- Ensure timely account assignment, reassignment, and follow-up of newly assigned and existing collection accounts.
- Monitor collection efficiency, cost-to-collect, collection yield, and productivity per Collection Officer.
- Oversee the use of approved collection systems, mobile applications, reporting tools, and business intelligence dashboards.
- Identify system gaps, data inconsistencies, and operational bottlenecks and coordinate their resolution.
- Prepare accurate and timely collection performance reports for the OpCo Credit Manager, including results, risks, challenges, and recommended interventions.
- Participate in performance review meetings and follow up on agreed action plans.
- Collaborate with Sales, Customer Experience, Aftersales, Finance, and other departments to improve portfolio performance.
3. Team Leadership, Performance Management and Development
- Lead, coach, mentor, and manage Field Collection Team Leaders and Field Collection Officers.
- Support recruitment, onboarding, deployment, and retention of qualified field collection personnel.
- Establish performance expectations, accountability frameworks, regular reviews, and improvement plans.
- Ensure collection personnel have the necessary tools, system access, training, and operational support.
- Equip Team Leaders with skills in portfolio management, performance analysis, and team accountability.
- Identify training needs in collection techniques, negotiation, customer engagement, portfolio analysis, account investigation, route planning, field safety, fraud awareness, and system use.
- Conduct field visits and performance assessments to verify collection quality and compliance with procedures.
- Implement appropriate team motivation and recognition initiatives within approved policies and budgets.
- Promote accountability, collaboration, professionalism, ethical conduct, and continuous learning.
4. Fraud Prevention, Risk Controls and Case Management
- Implement fraud prevention measures and internal controls to reduce fraud, misconduct, and operational losses.
- Monitor field activities, transactions, account adjustments, and customer interactions to identify suspicious patterns and control weaknesses.
- Investigate or coordinate investigations into suspected fraud and misconduct, ensuring appropriate evidence collection, documentation, and escalation.
- Analyse the root causes of confirmed fraud cases and recommend corrective and preventive measures.
- Ensure compliance with cash handling, payment verification, reconciliation, account update, and reporting procedures.
- Escalate suspected fraud cases to the OpCo Credit Manager and relevant departments in accordance with established procedures.
- Maintain accurate records of fraud reports, investigations, outcomes, and outstanding corrective actions.
- Conduct fraud awareness and compliance training for field collection teams.
- Ensure customer disputes and exceptional cases are managed through approved, proportionate, and documented procedures.
- Protect the confidentiality and security of customer information throughout collection activities.
Key Performance Indicators (KPIs)
Performance will be measured using the following indicators:
- Field cash collection.
- Average collection per Collection Officer.
- Win-back rate.
- Delinquency rate.
- Field collection return on investment (ROI).
- Fraud case resolution rate and control effectiveness.
Qualifications and Requirements
Education
A bachelor’s degree in Business Administration, Finance, Accounting, Banking and Finance, Economics, or another relevant business-related field from a recognised university.
Professional Experience
- At least three years of relevant experience in field collections, credit risk management, portfolio recovery, or related functions.
- Experience in PAYGo, fintech, microfinance, banking, or a similar industry.
- Demonstrated experience supervising field teams, managing collection operations, and delivering measurable collection and recovery results.
- Experience using collection management systems, digital field tools, Google Workspace, and business intelligence tools.
- Experience in fraud detection, investigations, operational controls, or customer complaint management is an added advantage.
Knowledge and Skills
- Strong understanding of field collection operations, delinquency management, debt recovery, and customer repayment behaviour.
- Excellent analytical and problem-solving skills, including the ability to interpret portfolio data, identify root causes, and implement evidence-based solutions.
- Ability to set targets, monitor performance, manage operational budgets, and drive accountability across field teams.
- Strong people management, coaching, mentoring, and performance management skills.
- Knowledge of fraud risks, internal controls, evidence management, and operational compliance.
- Excellent communication, negotiation, interpersonal, and stakeholder management skills.
- Proficiency in Google Workspace, particularly Sheets, Docs, and Slides, as well as digital collection systems and business intelligence reporting dashboards.
- Strong organisational skills, attention to detail, and the ability to manage multiple priorities.
- Initiative, sound judgement, and the ability to make timely operational decisions within approved authority.
- High integrity, professionalism, accountability, and commitment to ethical customer treatment.
- Ability to work effectively with geographically dispersed teams and adapt to changing operational priorities.
- Willingness and ability to travel regularly to support field collection teams.
Work Hours: 8
Experience in Months: 36
Level of Education: bachelor degree
Job application procedure
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