As global debt levels rise and repayment struggles mount, financial professionals are debating how institutions can balance their duty to recover funds with the need to treat borrowers fairly. One of the clearest voices in that conversation is Tinashe Kaseke, a senior accountant and financial analyst whose career spans nonprofit and corporate sectors in the United States and Zimbabwe.

Kaseke, now Senior Accountant at the United Teen Equality Centre (UTEC) in Lowell, Massachusetts, previously worked as Group Accountant at Ecocash Holdings in Harare. Drawing from more than a decade of financial management and process optimisation, he has developed a structured framework for debt collection that emphasises transparency, empathy, and data-driven engagement.

He argues that ethical recovery practices are not a hindrance but an essential part of sustainable portfolio management. “Empathy-first scripting isn’t a soft alternative to effective collections but the mechanism that unlocks cooperation,” Kaseke explains. “When agents are trained to listen for root causes—job transitions, medical bills, caregiving—borrowers feel seen and are far more likely to engage. We drill tone, phrasing, and pace so our outreach never sounds accusatory or transactional. The message should be to find a workable path.”

Central to his approach is clear, accessible communication. “Plain-language communication is the other pillar,” he says. “We strip out jargon and provide clear fee breakdowns, timelines, and options—no surprises, no hidden gotchas. If a borrower can’t explain their obligation back to us in simple terms, we haven’t communicated properly. Transparency is also compliance: regulators look for evidence that consumers understood terms and had reasonable choices.”

Kaseke also emphasises the role of data in improving both recovery rates and borrower experience. He advocates segmentation models that tailor contact methods to repayment history and stated preferences. “Data-driven segmentation is about placing the right message in front of the right person at the right time,” he says. “Financial institutions should use repayment history, stated preferences, and affordability indicators to determine who gets a gentle reminder versus a structured plan offer or a hardship pathway.”

He highlights the importance of consent-based outreach delivered across multiple channels. “Omnichannel outreach only works if it is consent-based and timed with care,” Kaseke notes. “We respect quiet hours, time zones, and channel preferences, and we provide one-click opt-outs. A well-timed, compliant message that aligns with a borrower’s daily routine is more effective.”

His perspective is shaped by international experience and sensitivity to local differences. “Working in different environments has taught me the importance of adaptability and cultural sensitivity,” he says. “Each market has its own distinctions, and understanding these is key to developing effective debt collection strategies.”

Beyond his professional role, Kaseke is a vocal supporter of financial literacy as a preventive measure. “Education is a powerful tool,” he says. “Equipping individuals with the skills and knowledge they need to manage their finances effectively can reduce the incidence of debt and create a more financially stable society.”

Looking ahead, Kaseke sees opportunities to align technology with ethical practice. “We have the tools and technology to transform the way we approach debt collection,” he says. “Leveraging data and analytics, we can create personalised, empathetic solutions that meet the needs of both borrowers and institutions. This is not just about recovering funds but also building relationships and promoting trust.”