Job Overview

Simplepay Capital Financial Services Tanzania Ltd is seeking to recruit a qualified and motivated Call Centre Agent to join its team in Dar es Salaam, Tanzania.

The successful candidate will be responsible for managing overdue loan accounts through effective customer follow-ups, professional engagement, and repayment negotiations. The role is intended to support the company in reducing Portfolio at Risk (PAR) to below 2% while maintaining strong customer relationships and ensuring adherence to company processes.

Job Details

Job title: Call Centre Agent

Organization: Simplepay Capital Financial Services Tanzania Ltd

Location: Dar es Salaam, Tanzania

Level: Entry

Job type: Fixed-term contract

Number of positions: 1

Application deadline: 22 May 2026

Job Purpose

The Call Centre 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 compliance with company procedures and operational processes.

Key Objectives

The key objectives of this role include:

• Reducing and maintaining Portfolio at Risk (PAR) below 2% across assigned portfolios.
• Ensuring daily follow-up of overdue accounts in line with established Standard Operating Procedures (SOPs).
• Maintaining structured repayment plans for all overdue customers.
• Identifying, flagging, and escalating risks, fraud, and operational issues.
• Supporting branch and field teams in collection and recovery efforts.
• Enhancing coordination between the Call Centre, Branch Teams, and Field Teams.

Key Responsibilities

The Call Centre Agent will be responsible for the following duties:

• Manage and follow up on an assigned portfolio of overdue accounts on a daily basis.
• Ensure all accounts have clear repayment plans, promises to pay (PTPs), and dispositions recorded in the system.
• Achieve daily collection targets and closed account targets.
• Engage customers professionally to negotiate repayments and resolve payment delays.
• Educate customers on repayment benefits, credit history, and the consequences of default.
• Address customer complaints and correct misunderstandings related to 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, including loan balances within the assigned portfolio.
• Ensure consistent follow-up even for customers making partial payments.

Qualifications and Requirements

Applicants should meet the following qualifications and requirements:

• Diploma or Bachelor’s Degree in Business, Finance, or a related field.
• Previous experience in debt collection in a call centre is required.
• 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.
• Fluency in both Swahili and English.

Key Competencies

The ideal candidate should demonstrate the following competencies:

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

• Manage and follow up on an assigned portfolio of overdue accounts on a daily basis.
• Ensure all accounts have clear repayment plans, promises to pay (PTPs), and dispositions recorded in the system.
• Achieve daily collection targets and closed account targets.
• Engage customers professionally to negotiate repayments and resolve payment delays.
• Educate customers on repayment benefits, credit history, and the consequences of default.
• Address customer complaints and correct misunderstandings related to 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, including loan balances within the 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.
• Fluency in both Swahili and English.
• Customer focus and relationship management.
• Persuasion and negotiation skills.
• Attention to detail and strong documentation skills.
• Accountability and a results-driven mindset.
• Ability to handle difficult conversations professionally.

• Diploma or Bachelor’s Degree in Business, Finance, or a related field.
• Previous experience in debt collection in a call centre is required.