Requirements

• Diploma or Degree in Business Administration, Marketing, or a related field.

• Minimum of two (2) years’ experience in debt collection, customer support, or call centre operations, preferably within a financial institution.

• Strong communication and interpersonal skills.

• Excellent analytical and problem-solving abilities.

• Ability to work independently and adapt quickly in a fast-paced environment.

• Fluency in both English and Swahili.

• Organize and coordinate work tasks to ensure efficient operations.

• Ensure full compliance with ethical standards, company policies, and procedures.

• Maintain confidentiality of company and customer information at all times.

• Ensure timely execution and completion of duties assigned under this Job Description.

• Maintain full knowledge of the company’s operations, structure, products, and services.

• Monitor and enforce customer contractual obligations, payment timelines, and debt recovery processes.

• Supervise team activities to ensure achievement of set collection targets.

• Monitor, train, and support staff on the use of call centre tools and the company ERP system.

• Identify training needs and develop relevant training materials for the team.

• Allocate portfolios and distribute daily tasks to debt collection agents.

• Conduct performance reviews in line with company requirements.

• Engage customers and advise on viable debt repayment solutions.

• Ensure accurate and up-to-date customer data is maintained and accessible to relevant stakeholders.

• Conduct coaching sessions, call listening, and call calibration for agents.

• Handle customer inquiries via calls and in-person office visits when required.

• Provide recommendations for continuous improvement of debt collection processes.

• Perform any other duties as assigned.