Jacob Musee

Results-driven and customer-centric Collections Officer with 5+ years of progressive experience performing collections functions focused on minimising the forward roll rate of potential non-performing loans and increasing recoveries — with consistent emphasis on customer retention, education, and rehabilitation through effective and empathetic collections skills. Proven expertise in handling customer enquiries and requests across all mediums (phone, email, WhatsApp, interactive SMS, and online chat) accurately and within agreed service times and quality standards, and in initiating customer collections engagements proactively through available channels to prevent loan deterioration. Strong track record of delivering measurable outcomes: 28% reduction in overdue balances, 24% reduction in delinquent receivables, 25% faster resolution cycle times, and sustained adherence to quality standards and service level agreements.

Certified Credit

Professional (CCP) — KASNEB. Skilled at establishing rapport with customers, documenting facts thoroughly, and embracing operational change to improve collections performance.

Customer Collections Associate at Remote Technology Services (2024-04 – 2025-08)

• Performed collections functions focused on minimising the forward roll rate of 400+ B2B and wholesale accounts from performing to non-performing status — intervening at the early arrears stage and implementing proactive collections action plans that decreased overdue balances by 28% and maintained monthly recovery targets for 12 consecutive months.
• Handled customer enquiries and requests across all available mediums — phone, email, and online channels — accurately and within agreed service times and quality standards, resolving 120+ monthly customer queries and billing discrepancies with a 25% faster resolution cycle time.
• Initiated proactive customer collections engagements through all available channels — executing targeted outreach to customers at risk of delinquency, applying practical approaches to individual customer situations, and educating customers on their obligations and available repayment options with empathy and professionalism.
• Focused on customer retention and rehabilitation throughout the collections process — designing structured repayment arrangements, negotiating payment plans with defaulting customers, and reducing delinquent receivables by 24% while maintaining strong customer relationships.
• Maintained data quality and accuracy by documenting all customer interactions, payment arrangements, and account status changes in SAP and ServiceNow — ensuring complete, audit-ready records with 100% documentation accuracy over 12 months.
• Applied quality control and quality management disciplines to collections activities — directing monthly AR audits that identified process inefficiencies, reduced late payment incidents by 22%, and delivered actionable recommendations for forward roll rate reduction.
• Embraced operational change proactively — implementing NetSuite collections workflow automation that accelerated receivables recovery by 26% and reduced manual processing by 30%, demonstrating adaptability and continuous improvement orientation.
• Established rapport with customers in difficult financial circumstances — applying empathetic, professional communication to retain customer relationships while recovering outstanding balances, achieving a 17% improvement in successful payment arrangement rates.

Field Collections Agent at 4G Capital (2022-03 – 2024-03)

• Performed collections functions focused on minimising forward roll rates for 500+ MSME and retail accounts — initiating collections engagements across phone, email, SMS, and field visit channels, achieving a 15% increase in on-time repayments and a 12% reduction in average NPL DSO over 18 months.
• Handled customer enquiries and requests across all available channels accurately and within agreed service times — providing customer education and rehabilitation support to borrowers experiencing financial difficulty, reducing escalated cases by 20% through empathetic, solution-focused engagement.
• Documented all customer interactions, payment arrangements, and collections activity facts accurately in Salesforce CRM — maintaining data quality and completeness for 500+ accounts and driving a 22% improvement in follow-up response rates through structured tracking.
• Initiated proactive collections engagements by analysing weekly portfolio data to identify accounts at risk of forward roll — targeting customers in early arrears stages and applying practical collections approaches tailored to individual customer circumstances.
• Focused on customer retention and rehabilitation throughout all collections interactions — negotiating payment arrangements, educating customers on their obligations, and maintaining positive relationships that supported a sustained 15% reduction in overdue balances.

Collections Team Leader at Keysian Auctioneers (2021-05 – 2022-02)

• Led collections functions for 1,500+ monthly accounts focused on minimising forward roll rates and increasing recoveries — overseeing multi-channel customer engagement (phone, email, written) and coaching a 12-person team on effective, customer-centric collections skills.
• Ensured all customer enquiries and requests were handled across all channels accurately and within agreed service times and quality standards — managing 1,500+ daily customer queries via Outlook and Zendesk, achieving a 32% faster first-response time and client satisfaction above 95%.
• Maintained strict data quality and documentation discipline across all accounts — ensuring all customer interactions, payment arrangements, and collections facts were accurately documented with complete audit trails, reducing invoice discrepancies by 29%.
• Embraced operational change and drove quality management improvements — implementing tracking protocols that maintained DSO below 38 days for 18 consecutive months and reduced payment disputes by 22% through systematic, detail-oriented collections management.
• Focused on customer retention and rehabilitation — establishing rapport with defaulting customers, applying practical approaches to complex individual situations, and leading a team that achieved 18 consecutive months of collections target achievement.

Bachelor of Commerce in Business Commerce / Finance – Cooperative University of Kenya (2022)