Relief Officer – Digital Collections

Position: Relief Officer – Digital Collections

Location: Kampala (Uganda)

Expected Start Date: August, 2026

Apply by: Rolling, applicants are encouraged to state their interest early

About Numida:

Numida exists to help ambitious African small business owners achieve their dreams through accessible, digital financial services. Traditional lenders have failed this market, so since 2021 we’ve built a fast, fair and convenient working capital product that has disbursed more than $170M to over 118,000 businesses across East Africa.

Our vision is to enable 1 million African small business owners to achieve their dreams by 2030. To achieve this we are executing our mission of building financial products to catalyze meaningful change for ambitious African small business owners and their communities.

We are Uganda’s first YC-backed fintech and one of Africa’s fastest-growing technology companies. We are expanding rapidly across the region and building products that deeply serve entrepreneurs in meaningful, practical ways.

Find out more at https://numida.com.

About the role:

The Relief Officer provides operational support across the collections department by covering for Collections Officers who are on short- or long-term leave, managing assigned customer portfolios, and ensuring uninterrupted collections activities. The role is accountable for driving maximum recoveries, maintaining portfolio performance, and ensuring uninterrupted collections activities through proactive customer engagement, effective negotiation, and disciplined portfolio management.

The Relief Collections Officer takes ownership of assigned portfolios, ensuring collection opportunities are maximized while delivering excellent customer service and complying with company policies and regulatory requirements.

At Numida,employee well being is a core part of your culture. We believe our teams perform at their best when they have the opportunity to rest and recharge. As a Relief Officer, you’ll play a key role in making this possible by supporting a team of 15+ Collections Officers and stepping into their portfolios whenever they’re away. Given the size of the team, you’ll regularly manage different portfolios, ensuring all customers in the portfolios are consistently followed up,recovery is maximized and clients are supported while enabling your colleagues to take the time they need to recharge. In doing so, you’ll play an important role in maintaining service continuity, team well-being, and strong collection performance across the department.

1. Collections Operations

• Take ownership of assigned customer portfolios during staff absences and drive maximum recovery performance.
• Develop and execute daily collection strategies to prioritize high-risk and high-value accounts.
• Proactively engage customers through phone calls, SMS, email, WhatsApp, field visits, and other approved channels to secure repayments.
• Consistently pursue overdue accounts until an appropriate resolution is achieved.
• Negotiate repayment arrangements that maximize recovery while remaining within company guidelines.
• Closely monitor portfolio performance and adjust collection strategies to improve recovery outcomes.
• Escalate high-risk accounts promptly to appropriate recovery channels.

2. Customer Engagement

• Handle customer inquiries professionally and courteously.
  Educate customers on repayment options and consequences of default.
• Resolve customer concerns or escalate complex issues appropriately.
• Maintain positive customer relationships while balancing recovery objectives.

3. Account Management

• Document all customer interactions and payment commitments.
• Monitor repayment arrangements and ensure timely follow-up and proactively address emerging collection risks.
• Continuously assess portfolio health and identify accounts requiring immediate intervention.
• Prioritize accounts based on delinquency, repayment behaviour, and recovery potential.

4. Operational Support

• Takes ownership of assigned portfolios as though they were permanently managed.
• Proactively identifies recovery opportunities and consistently maximizes collections.
• Makes sound commercial decisions that improve portfolio performance.
• Quickly understands different customer portfolios and adapts collection strategies accordingly
• Delivers strong recovery results without compromising customer experience or compliance.
• Leaves every portfolio in an equal or better state than when it was assigned.