Key Responsibilities

• Action work queues and daily collection portfolios to ensure accounts remain within healthy policy limits.
• Contact defaulting customers to negotiate constructive arrears settlements while upholding quality communication standards.
• Manage incoming calls, resolve complaints, capture accurate call data, and troubleshoot customer requests efficiently.
• Achieve monthly collection targets while adhering to scheduled shifts and break patterns.
• Escalate complex cases (such as deceased or disabled customers) to management for sensitive handling.
• Maintain strong, strategic working relationships with internal teams and external stakeholders.

The Ideal Candidate

We are looking for a proactive, goal-oriented self-manager who possesses a passion for customer service and community impact.

Skills & Requirements:

• Education: Diploma or Bachelor’s degree in a business-related field.
• Experience: 1–2 years of call center or collections experience in retail or financial services is highly advantageous.
• Language Proficiency: Fluent in English (written and verbal); Swahili proficiency is a distinct advantage.
• Technical Skills: Computer literacy with exceptional attention to detail, time management, and organizational abilities.