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.

5. Compliance & Risk

• Adhere to company policies, regulatory requirements, and debt collection laws.
• Maintain confidentiality of customer information.
• Ensure ethical collection practices at all times.
• Report fraud, suspicious activities, or policy violations promptly.

6. Reporting

• Prepare daily activity reports.
• Report collection outcomes and recovery performance.
• Highlight operational issues affecting collections.

Your Profile:

• Diploma or Bachelor’s degree in Business Administration, Finance, Economics, Banking, or a related field.
• 1-3 years’ experience in collections, customer service, call centre operations, or financial services.
• Experience with digital lending or fintech collections is an advantage.
• Knowledge of collections systems and CRMs.
• Proficiency in Microsoft Office, particularly Excel.
• Familiarity with digital communication platforms.
• Basic data analysis and reporting.
• Strong negotiation and persuasion skills.
• Excellent verbal and written communication.
• Problem-solving and conflict resolution.
• Time management and organization.
• Adaptability and flexibility.
• Emotional resilience and professionalism.
• Attention to detail.
• Integrity and confidentiality.

Who You Are?

•

• Quickly adapts to different portfolios and teams.

Maintains collection performance during operational gaps.

Delivers excellent customer interactions while achieving recovery targets.

• Works independently with minimal supervision.
• Upholds compliance and ethical collection standards at all times.

Why Join Numida?

• You will play a major role in shaping the next era of operations at Numida.
• You will join a mission-driven team transforming access to finance for African entrepreneurs.
• You will work with smart, caring people who value clarity, ownership and teamwork.
• You will receive competitive compensation, a flexible hybrid environment and strong opportunities for growth and leadership development.