2 Call Centre Agents at SimplePay Capital Limited

2 Call Centre Agents at SimplePay Capital Limited

Job Title: Call Centre Agents – 2 Posts

SimplePay Capital Limited

Location: Dar es Salaam, Tanzania

Job Type: Fixed Contract

Deadline: 31st March 2026

JOB PURPOSE

The Call Center 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 adherence to company processes.

KEY OBJECTIVES

Reduce and maintain Portfolio at Risk (PAR) below 2% across assigned portfolios
Ensure daily follow-up of overdue accounts in line with set SOPs
Maintain structured repayment plans for all overdue customers
Identify, flag, and escalate risks, fraud, and operational issues
Support branch and field teams in collection and recovery efforts
Enhance coordination between Call Center, Branch Teams, and Field Teams

KEY RESPONSIBILITIES

Manage and follow up on assigned portfolio of overdue accounts daily
Ensure all accounts have clear repayment plans, PTPs, and dispositions recorded in the system
Achieve daily collection targets and closed account targets
Engage customers professionally to negotiate repayments and resolve delays
Educate customers on repayment benefits, credit history, and consequences of default
Address customer complaints and correct misunderstandings on 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 such as loan balances within assigned portfolio

Ensure consistent follow-up even for customers making partial payments

QUALIFICATIONS & REQUIREMENTS

Diploma or Bachelor’s Degree in Business, Finance, or a related field
Must have previous experience in collections, call center, or customer service
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
Fluent in Swahili and English

KEY COMPETENCIES

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

How to Apply

Interested and qualified candidates are invited to submit their application letter and updated CV via email to [email protected]

Subject : Job Application – Call Center Agent

Only shortlisted candidates will be contacted to attend an interview.