Job Title: Call Centre Agent
Job Location: Lusaka
Reports To: Collections and Recoveries Manager
Job Type: Full-time
About the Role:
The role will primarily focus on managing loan collections for individuals and Small & Medium Enterprises (SMEs). The ideal candidate will have experience in a call centre environment, with a specific focus on collections, and a strong background in customer service. This is a key position requiring professionalism, excellent communication skills, and the ability to maintain strong relationships with clients while ensuring successful loan repayment.
Key Responsibilities:
- Conduct outbound calls to borrowers (individuals and SMEs) for loan collections.
- Engage with clients to assess repayment status, resolve issues, and ensure timely payment.
- Identify and understand customers’ financial situations to offer suitable repayment solutions.
- Maintain accurate records of all client interactions, payment commitments, and loan updates in the system.
- Collaborate with internal teams to escalate issues or concerns for further action if necessary.
- Provide exceptional customer service, maintaining professionalism and empathy in all communications.
- Ensure compliance with company policies and regulatory requirements in all collection activities.
- Meet daily, weekly, and monthly collection targets as assigned by the Collections Manager.
- Offer customers guidance and support in resolving overdue accounts, while adhering to company protocols and best practices.
- Prepare and follow up on reminders for loan repayments and payment plans.
Qualifications & Requirements:
- Bachelor’s degree in Business, Commerce, or a related field.
- At least 2 years of work experience in a call centre, with a focus on loan collections or a similar role.
- Proven experience in customer service, with excellent verbal and written communication skills.
- Strong interpersonal and negotiation skills.
- Ability to remain calm and professional under pressure while managing difficult conversations.
- Knowledge of collection procedures and relevant financial regulations.
- High level of attention to detail and accuracy in documenting client information.
- Goal-oriented with a drive to meet performance targets.
- Proficient in Microsoft Office Suite and other call centre software/tools.
- Ability to work in a fast-paced environment and handle high call volumes effectively.
Preferred Skills:
- Previous experience working with collections software.
- Fluency in additional languages is an advantage.
