JOB PURPOSE

The Call Center Agent will be responsible for managing overdue loan accounts through effective follow-ups, customer engagement, and repayment negotiations. The role aims to support the company in reducing portfolio at risk (PAR) to below 2% while ensuring strong customer relationships and adherence to company processes.

KEY OBJECTIVES

• Reduce and maintain Portfolio at Risk (PAR) below 2% across assigned portfolios
• Ensure daily follow-up of overdue accounts in line with set SOPs
• Maintain structured repayment plans for all overdue customers
• Identify, flag, and escalate risks, fraud, and operational issues
• Support branch and field teams in collection and recovery efforts
• Enhance coordination between Call Center, Branch Teams, and Field Teams

KEY RESPONSIBILITIES

• Manage and follow up on assigned portfolio of overdue accounts daily
• Ensure all accounts have clear repayment plans, PTPs, and dispositions recorded in the system
• Achieve daily collection targets and closed account targets
• Engage customers professionally to negotiate repayments and resolve delays
• Educate customers on repayment benefits, credit history, and consequences of default
• Address customer complaints and correct misunderstandings on products and policies
• Maintain accurate and timely documentation of all customer interactions
• Escalate difficult cases, fraud risks, and identification issues to the Collections Team
• Collaborate with branch and field teams for follow-ups, repossessions, and account actions
• Provide feedback on default trends, customer behavior, and process gaps
• Handle customer inquiries such as loan balances within assigned portfolio
• Ensure consistent follow-up even for customers making partial payments

QUALIFICATIONS & REQUIREMENTS

• Diploma or Bachelor’s Degree in Business, Finance, or a related field
• Must have previous experience in collections, call center, or customer service
• Strong communication and negotiation skills
• Ability to work under pressure and meet daily targets
• Good problem-solving and conflict resolution skills
• High level of integrity and professionalism
• Basic computer skills and ability to work with systems
• Fluent in Swahili and English

KEY COMPETENCIES

• Customer focus and relationship management
• Persuasion and negotiation skills
• Attention to detail and documentation
• Accountability and results-driven mindset
• Ability to handle difficult conversations professionally

• Manage and follow up on assigned portfolio of overdue accounts daily
• Ensure all accounts have clear repayment plans, PTPs, and dispositions recorded in the system
• Achieve daily collection targets and closed account targets
• Engage customers professionally to negotiate repayments and resolve delays
• Educate customers on repayment benefits, credit history, and consequences of default
• Address customer complaints and correct misunderstandings on products and policies
• Maintain accurate and timely documentation of all customer interactions
• Escalate difficult cases, fraud risks, and identification issues to the Collections Team
• Collaborate with branch and field teams for follow-ups, repossessions, and account actions
• Provide feedback on default trends, customer behavior, and process gaps
• Handle customer inquiries such as loan balances within assigned portfolio
• Ensure consistent follow-up even for customers making partial payments

• Strong communication and negotiation skills
• Ability to work under pressure and meet daily targets
• Good problem-solving and conflict resolution skills
• High level of integrity and professionalism
• Basic computer skills and ability to work with systems
• Fluent in Swahili and English
• Customer focus and relationship management
• Persuasion and negotiation skills
• Attention to detail and documentation
• Accountability and results-driven mindset
• Ability to handle difficult conversations professionally

• Diploma or Bachelor’s Degree in Business, Finance, or a related field
• Must have previous experience in collections, call center, or customer service