Call Centre Agents – 3 Positions at Simplepay Capital Financial

Call Centre Agents – 3 Positions at Simplepay Capital Financial

Call Centre Agents – 3 Positions

Organization: Simplepay Capital Financial Services Tanzania Ltd

Location: Dar es Salaam, Tanzania

Job level: Entry level

Number of positions: 3

Application deadline: 1 September 2026

Job purpose

The Call Centre 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 maintaining strong customer relationships and adhering to company processes.

Key objectives

The Call Centre Agent will be expected to:

• Reduce and maintain Portfolio at Risk (PAR) below 2% across assigned portfolios.
• Ensure daily follow-up of overdue accounts in line with established standard operating procedures.
• 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 the Call Centre, branch teams, and field teams.

Key responsibilities

The successful candidate will be responsible for the following:

• Manage and follow up on an assigned portfolio of overdue accounts daily.
• Ensure all accounts have clear repayment plans, promises to pay (PTPs), and dispositions recorded in the system.
• Achieve daily collection and closed-account targets.
• Engage customers professionally to negotiate repayments and resolve payment delays.
• Educate customers about repayment benefits, credit history, and the consequences of default.
• Address customer complaints and correct misunderstandings regarding 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 on follow-ups, repossessions, and account actions.
• Provide feedback on default trends, customer behaviour, and process gaps.
• Handle customer inquiries, including questions about loan balances within the assigned portfolio.
• Ensure consistent follow-up, including for customers making partial payments.

Qualifications and requirements

Applicants must possess the following qualifications and attributes:

• A diploma or bachelor’s degree in Business, Finance, or a related field.
• Previous experience in debt collection.
• Strong communication and negotiation skills.
• Ability to work under pressure and meet daily targets.
• Good problem-solving and conflict-resolution skills.
• A high level of integrity and professionalism.
• Basic computer skills and the ability to work with relevant systems.
• Fluency in Swahili and English.

Key competencies

The ideal candidate should demonstrate:

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

How to apply

Interested and qualified candidates should submit the following documents:

• An application letter.
• An updated curriculum vitae (CV).
• Applications should be emailed to [email protected]

Use the following email subject line:

Job Application – Call Center Agent Position

Only shortlisted candidates will be contacted to attend an interview.

Application deadline

Applications must be submitted by 1 September 2026.

Equal opportunity employer statement

Simplepay Capital Financial Services Tanzania Ltd is an equal opportunity employer and values diversity in the workplace.

All qualified applicants will receive consideration for employment without regard to race, colour, religion, gender, national origin, age, disability, marital status, or any other characteristic protected by applicable laws and regulations in Tanzania