Job overview

Organization: Simplepay Capital Financial Services Tanzania Ltd

Job title: Call Centre Agent

Location: Dar es Salaam, Tanzania

Job level: Entry level

Number of positions: 3

Job purpose

The Call Centre Agent will be responsible for managing overdue loan accounts through effective follow-ups, customer engagement, and repayment negotiations. ComparingCustomer Support Software

The role aims to support the company in reducing Portfolio at Risk (PAR) to below 2% while maintaining strong customer relationships and adhering to company processes.

Key objectives

The Call Centre Agent will be expected to:

• Reduce and maintain Portfolio at Risk (PAR) below 2% across assigned portfolios.
• Ensure daily follow-up of overdue accounts in line with established standard operating procedures.
• 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 the Call Centre, branch teams, and field teams.

Key responsibilities

The successful candidate will be responsible for the following:

• Manage and follow up on an assigned portfolio of overdue accounts daily.
• Ensure all accounts have clear repayment plans, promises to pay (PTPs), and dispositions recorded in the system.
• Achieve daily collection and closed-account targets.
• Engage customers professionally to negotiate repayments and resolve payment delays.
• Educate customers about repayment benefits, credit history, and the consequences of default.
• Address customer complaints and correct misunderstandings regarding 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 on follow-ups, repossessions, and account actions.
• Provide feedback on default trends, customer behaviour, and process gaps.
• Handle customer inquiries, including questions about loan balances within the assigned portfolio.
• Ensure consistent follow-up, including for customers making partial payments.

Qualifications and requirements

Applicants must possess the following qualifications and attributes:

• A diploma or bachelor’s degree in Business, Finance, or a related field.
• Previous experience in debt collection.
• Strong communication and negotiation skills.
• Ability to work under pressure and meet daily targets.
• Good problem-solving and conflict-resolution skills.
• A high level of integrity and professionalism.
• Basic computer skills and the ability to work with relevant systems.
• Fluency in Swahili and English.

Key competencies

The ideal candidate should demonstrate:

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

• Manage and follow up on an assigned portfolio of overdue accounts daily.
• Ensure all accounts have clear repayment plans, promises to pay (PTPs), and dispositions recorded in the system.
• Achieve daily collection and closed-account targets.
• Engage customers professionally to negotiate repayments and resolve payment delays.
• Educate customers about repayment benefits, credit history, and the consequences of default.
• Address customer complaints and correct misunderstandings regarding 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 on follow-ups, repossessions, and account actions.
• Provide feedback on default trends, customer behaviour, and process gaps.
• Handle customer inquiries, including questions about loan balances within the assigned portfolio.
• Ensure consistent follow-up, including 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.
• A high level of integrity and professionalism.
• Basic computer skills and the ability to work with relevant systems.
• Fluency in Swahili and English.
• Customer focus and relationship-management skills.
• Persuasion and negotiation skills.
• Attention to detail and proper documentation.
• Accountability and a results-driven mindset.
• Ability to handle difficult conversations professionally.

• A diploma or bachelor’s degree in Business, Finance, or a related field.
• Previous experience in debt collection.