Department: Property Management (Credit & Billing)
Location: Nairobi, Kenya
Reporting To: Asset Management / Designated Line Manager
1. Position Overview
The Collections & Debtors Officer will be responsible for supporting the effective management and collection of receivables across IS Kenya’s rental and for-sale residential portfolio.
The role will have particular responsibility for monthly rental collections, purchaser instalment plans and other long-term payment obligations, ensuring amounts due are collected on time, payments are accurately allocated, arrears are proactively managed, and customer accounts remain accurate and up to date.
The Collections & Debtors Officer will maintain close engagement with tenants and purchasers throughout the payment cycle and work collaboratively with the Asset Management, Property Management, Sales, Finance and Legal teams to ensure timely collection and escalation of outstanding amounts.
This is a collections-focused role, and demonstrated previous experience in debt collection, credit control or receivables management is a key requirement.
2. Key Responsibilities
A. Collections & Credit Control
- Manage and follow up collections across the rental and for-sale portfolios.
- Proactively follow up tenants and purchasers on upcoming, due and overdue payments through approved communication channels.
- Monitor monthly rental obligations, purchaser instalments, deposits and other amounts due.
- Track purchaser payments against the instalment schedules contained in their respective Sale
Agreements. - Undertake structured follow-ups on overdue accounts and maintain clear records of all collection actions undertaken.
- Identify potential payment defaults early and escalate accounts requiring management intervention.
- Maintain an accurate aged debtor analysis and prioritise collection activity based on ageing and value.
- Coordinate the issuance of payment reminders, demand notices and cancellation notices in accordance with the applicable agreements and approved collection procedures.
- Escalate persistent arrears for further recovery or legal action where required.
- Where payment arrangements are approved, monitor compliance with the agreed repayment terms and immediately flag any defaults.
B. Rental Portfolio Collections
- Monitor monthly rental billings and collections across operational rental developments.
- Follow up outstanding rent, service charges, utilities and other tenant obligations.
- Track collections against monthly targets and provide regular updates on collection performance.
- Identify tenants falling into arrears and initiate the required collection actions within prescribed timelines.
- Support reconciliation of tenant deposits against outstanding obligations where applicable and approved.
- Work closely with Property Management teams to ensure collection actions are aligned with lease terms and tenant-management procedures.
C. For-Sale Portfolio Collections
- Maintain an accurate schedule of all purchaser payment plans and contractual instalment obligations.
- Track upcoming purchaser instalments and engage buyers before payment due dates to support timely collection.
- Follow up immediately on missed or partially paid instalments.
- Monitor long-term instalment plans, including payment performance throughout the agreed purchase period.
- Highlight purchasers approaching contractual default or cancellation thresholds for management review.
- Liaise with Sales, Asset Management, Finance and Legal teams on outstanding purchaser obligations and required actions.
- Maintain clear documentation of purchaser payment commitments and approved payment arrangements.
D. Payment Allocation & Reconciliation
Review bank, M-PESA and other payment records and ensure receipts are promptly allocated to the correct tenant or purchaser account.
- Investigate unidentified or unallocated payments and follow up with customers where proof of payment is required.
- Ensure customer accounts and collection schedules accurately reflect payments received.
- Assist with reconciliation of collection schedules against the relevant accounting and property management systems.
- Identify discrepancies and coordinate their timely resolution with Finance.
- Support implementation and use of payment gateways and other collection technologies introduced by the business.
E. Invoicing, Statements & Customer Accounts
- Prepare and issue invoices, statements and payment reminders.
- Ensure customer information and payment schedules are accurately captured in the relevant systems.
- Respond to tenant and purchaser queries relating to invoices,
statements, payment
allocations and outstanding balances.
- Ensure all collection correspondence and supporting documentation is properly maintained.
- Maintain accurate records of customer engagements, commitments and collection actions.
F. Reporting
Prepare regular collections reports covering, among others:
- Amounts billed versus amounts collected.
- Rental collection performance.
- Purchaser instalment collection performance.
- Outstanding arrears.
- Debtor ageing.
- Unallocated payments.
- Payment arrangements and performance.
- Accounts requiring escalation.
- Expected collections for the following reporting period.
- Ensure proper record keeping of executed leases and Sale transaction documents
- Undertaking initial searches on the purchasers.
- Tracking the transaction documents for purchasers to ensure timely transaction support.
Provide weekly collections updates and comprehensive monthly debtor reports to management.
3. Key Performance Indicators (KPls)
Performance will be assessed against agreed portfolio targets, including:
KPI
Performance Measure
Overall
Rate
Collection 90% of amounts due successfully collected within the relevant collection
period
Rental Collection Rate 98% of monthly rental and related charges collected
Instalment
Collection
2% of scheduled purchaser instalments collected by contractual due date
Rate
Value and percentage of receivables outstanding beyond agreed
Arrears Management
timelines
Debtor Ageing
Reduction/control of balances falling into 30, 60 and 90+ day ageing categories
Early
Intervention
Collections 5% of upcoming instalments/rental obligations proactively followed up
before or immediately after due date
Payment Allocation
98% of identifiable payments accurately allocated within agreed turnaround times
Unallocated Receipts
Value and number of payments remaining unidentified/unallocated at reporting date
Collection Follow-ups Timeliness and completeness of follow-ups on overdue accounts
Payment
Arrangements
% of approved repayment arrangements maintained without subsequent default
Timely escalation of overdue accounts in accordance with approved
Escalation Compliance
collection procedures
Accuracy and timely submission of weekly/monthly debtor and collection
Reporting Accuracy
reports
Data Integrity
Accuracy and completeness of tenant, purchaser and payment records
Specific numerical targets will be set and reviewed periodically based on the requirements and maturity of each development.
4. Qualifications & Experience
Minimum Qualifications
• Diploma or Bachelor’s degree in Accounting, Finance, Business Administration, Credit Management, Property Management or a related field.
Good understanding of basic accounting principles, particularly accounts receivable, debtor management and reconciliations.
• Proficiency in Microsoft Excel and Microsoft Office.
• Experience working with accounting, ERP or property management systems will be an advantage.
Required Experience
- Minimum 2-3 years’ demonstrable experience in collections, credit control, debtors management or accounts receivable.
- Previous responsibility for actively following up customers and collecting outstanding payments is essential.
Demonstrated experience managing a portfolio of debtor accounts and following payments through to collection. - Experience preparing and working with debtor ageing reports and collection schedules.
- Experience with payment allocation, reconciliation and investigation of unidentified payments.
- Experience managing recurring or long-term payment obligations is strongly preferred.
- Experience within real estate, property management, mortgage finance, banking,
SACCOs, insurance, utilities, telecommunications or other businesses with recurring customer collections would be advantageous. - Experience dealing directly with customers regarding overdue payments and payment arrangements is required.
5. Skills & Competencies
The successful candidate should demonstrate:
- Strong collections capability – comfortable following up outstanding amounts consistently and firmly.
- Excellent communication and negotiation skills – able to engage customers professionally while remaining focused on collection outcomes.
- Persistence and resilience – comfortable managing difficult conversations and repeated follow-ups.
- High attention to detail – particularly when handling payment allocations, customer accounts and reconciliations.
- Strong numerical and analytical ability – able to interpret debtor ageing and identify collection priorities.
- Good organisational skills – able to manage a high volume of customer accounts and payment dates simultaneously.
- Customer relationship management – able to balance effective collections with a professional customer experience.
- Problem-solving ability – capable of investigating discrepancies and resolving payment-allocation issues.
- Accountability and ownership-takes responsibility for following outstanding accounts through to resolution.
- Ability to
- work effectively across Sales, Finance, Asset Management, Property
Management and Legal teams. - High standards of integrity and confidentiality when handling customer and financial information.
How to apply: Please send your CV
to IHSMarketing@ihsinvestments.
Application deadline: Friday, 28 August 2026.