CALL CENTRE AGENT @ SIMPLE PAY
The Call Centre Agent at Simple Pay is a pivotal role focused on the strategic management of overdue loan accounts. The primary objective is to maintain the Portfolio at Risk (PAR) below the target threshold of 2% by engaging in consistent, professional follow-ups with customers. The agent acts as a mediator between the company and the borrower, ensuring that repayment plans are established and adhered to, thereby securing the company's financial health through effective persuasion and debt recovery strategies.
Beyond collections, the role involves providing excellent customer service by educating clients on repayment benefits and resolving any misunderstandings regarding products or policies. The agent will collaborate closely with branch and field teams to streamline recovery efforts and provide critical feedback on default trends. This position requires a high level of integrity and the ability to work under pressure to meet rigorous daily performance targets while maintaining accurate records of all customer interactions and disposition statuses.
Beyond collections, the role involves providing excellent customer service by educating clients on repayment benefits and resolving any misunderstandings regarding products or policies. The agent will collaborate closely with branch and field teams to streamline recovery efforts and provide critical feedback on default trends. This position requires a high level of integrity and the ability to work under pressure to meet rigorous daily performance targets while maintaining accurate records of all customer interactions and disposition statuses.
Key Requirements
Diploma or Bachelor’s Degree in Business, Finance, or a related field.
Previous experience in debt collection within a call centre environment.
Strong communication and negotiation skills in both Swahili and English.
Ability to work under pressure and meet daily collection targets.
Problem-solving and conflict resolution skills for handling difficult customers.
High integrity and professionalism in all customer interactions.
Basic computer and system usage skills for data entry and records.
Ability to analyze customer repayment behavior and report trends to management.
Excellent time management skills to handle a high volume of daily follow-up calls.
Strong attention to detail for documenting promises to pay (PTPs) accurately in the system.