We are looking for three Call Centre Agents to manage overdue loan accounts through effective follow-ups, customer engagement, and repayment negotiations. The role focuses on reducing Portfolio at Risk (PAR) while maintaining strong customer relationships and following company processes.
Responsibilities
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Manage and follow up on an assigned portfolio of overdue accounts daily.
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Ensure accounts have clear repayment plans, promises to pay (PTPs), and dispositions recorded in the system.
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Achieve daily collection and closed-account targets.
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Engage customers professionally to negotiate repayments and resolve payment delays.
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Educate customers about repayment benefits, credit history, and the consequences of default.
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Address customer complaints and clarify misunderstandings regarding products and policies.
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Maintain accurate and timely records of all customer interactions.
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Escalate difficult cases, fraud risks, and identification issues to the Collections Team.
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Collaborate with branch and field teams on follow-ups, repossessions, and other account actions.
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Provide feedback on default trends, customer behaviour, and process gaps.
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Handle customer inquiries, including questions about loan balances within the assigned portfolio.
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Maintain consistent follow-up with customers, including those making partial payments.
Requirements
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Diploma or bachelor’s degree in Business, Finance, or a related field.
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Previous experience in debt collection.
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Strong communication and negotiation skills.
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Ability to work under pressure and meet daily targets.
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Good problem-solving and conflict-resolution skills.
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High level of integrity and professionalism.
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Basic computer skills and ability to work with relevant systems.
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Fluency in Swahili and English.
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Strong customer focus and relationship-management skills.
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Good persuasion and negotiation abilities.
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Strong attention to detail and documentation skills.
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Accountability and a results-driven mindset.
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Ability to handle difficult conversations professionally.
