Mogo Credit Tanzania is seeking a detail-oriented and customer-focused Debt Collection Admin – Phones to support debt collection operations, particularly failed loan restructurings and phone-unlock follow-ups.

The successful candidate will contact clients to resolve incomplete restructuring requests, confirm payment arrangements, and verify that financed phones are functioning after being unlocked. The role requires accurate record-keeping, effective communication in Kiswahili and English, and the ability to follow cases through to resolution while escalating issues that require additional support.

Key Responsibilities

1. Complete Failed Restructurings

• Retrieve the daily list of restructuring requests that have not been successfully processed in the system.
• Contact each client to confirm their details and explain the agreed revised repayment terms.
• Collect any missing information or payment required to complete the restructuring.
• Resubmit and complete restructuring requests in the system.
• Verify that completed restructurings are correctly reflected in clients’ accounts.
• Escalate unresolved cases, including system errors, missing approvals, and client disputes, to the Soft Collections Manager or the relevant department.
• Provide complete case details when escalating issues to facilitate timely resolution.

2. Phone Unlock Notifications

• Call clients whose phones have been unlocked following payment.
• Confirm that the unlocked phones are functioning properly.
• Remind clients of their next payment due date and the amount payable.
• Encourage timely repayments to help clients avoid having their phones locked again.
• Record call outcomes accurately in the relevant system.
• Flag cases where a phone has not unlocked as expected and refer them for technical follow-up.

Qualifications and Requirements

Education: Diploma or Bachelor’s degree in Business Administration, Finance, Accounting, or a related field.

Work Experience: At least one year of experience in debt collection, customer service, call centre operations, or loan administration.

Relevant Experience: Experience in device financing or asset financing will be an added advantage.

Communication Skills: Clear, polite, and professional telephone communication skills in both Kiswahili and English.

Attention to Detail: Ability to enter data accurately, verify client information, and check account records carefully.

Computer Skills: Good working knowledge of ERP or loan management systems, Webitel or similar call centre tools, and Microsoft Excel.

Case Management: Ability to follow cases from initiation through completion and escalate blocked cases appropriately.

Technical Awareness: Basic understanding of mobile phones, device-locking systems, and mobile money payments.

Customer Service: Ability to communicate professionally with clients and explain repayment arrangements clearly.

• Retrieve the daily list of restructuring requests that have not been successfully processed in the system.
• Contact each client to confirm their details and explain the agreed revised repayment terms.
• Collect any missing information or payment required to complete the restructuring.
• Resubmit and complete restructuring requests in the system.
• Verify that completed restructurings are correctly reflected in clients’ accounts.
• Escalate unresolved cases, including system errors, missing approvals, and client disputes, to the Soft Collections Manager or the relevant department.
• Provide complete case details when escalating issues to facilitate timely resolution.
• Call clients whose phones have been unlocked following payment.
• Confirm that the unlocked phones are functioning properly.
• Remind clients of their next payment due date and the amount payable.
• Encourage timely repayments to help clients avoid having their phones locked again.
• Record call outcomes accurately in the relevant system.
• Flag cases where a phone has not unlocked as expected and refer them for technical follow-up.

• Clear, polite, and professional telephone communication skills in both Kiswahili and English.
• Ability to enter data accurately, verify client information, and check account records carefully.
• Good working knowledge of ERP or loan management systems, Webitel or similar call centre tools, and Microsoft Excel.
• Ability to follow cases from initiation through completion and escalate blocked cases appropriately.
• Basic understanding of mobile phones, device-locking systems, and mobile money payments.
• Ability to communicate professionally with clients and explain repayment arrangements clearly.

• Diploma or Bachelor’s degree in Business Administration, Finance, Accounting, or a related field.
• At least one year of experience in debt collection, customer service, call centre operations, or loan administration.
• Experience in device financing or asset financing will be an added advantage.