Position: Call Centre Agent (3 Posts)
Location: Dar es Salaam, Tanzania
Job Level: Entry Level
Job Type: Full-Time
Deadline: 1 September 2026
SimplePay Capital Financial Services Tanzania Ltd is inviting applications from qualified and motivated candidates for three Call Centre Agent positions in Dar es Salaam. The successful candidates will be responsible for following up overdue loan accounts, engaging customers professionally, negotiating repayment arrangements, and supporting collection and recovery activities.
Position: Call Centre Agent – 3 Posts
Job Purpose
The Call Centre Agent will manage overdue loan accounts through effective customer follow-up, engagement, and repayment negotiations. The position will contribute to reducing Portfolio at Risk (PAR) while maintaining positive customer relationships and complying with established company procedures.
Key Objectives
The successful candidate will be expected to:
- Reduce and maintain Portfolio at Risk (PAR) below 2% across assigned portfolios.
- Conduct daily follow-up of overdue accounts in accordance with established procedures.
- Maintain structured repayment plans for overdue customers.
- Identify, flag, and escalate risks, fraud, and operational issues.
- Support branch and field teams in collection and recovery activities.
- Strengthen coordination between call centre, branch, and field teams.
Key Responsibilities
- Manage and follow up on an assigned portfolio of overdue accounts daily.
- Ensure 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 the benefits of timely repayment, credit history, and consequences of loan default.
- Address customer complaints and clarify misunderstandings regarding products and policies.
- Maintain accurate and timely records of 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 other account actions.
- Provide feedback on default trends, customer behaviour, and process gaps.
- Handle customer inquiries, including questions concerning loan balances within the assigned portfolio.
- Ensure consistent follow-up of customers, including those making partial payments.
Qualifications and Requirements
Applicants should have:
- 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.
- High level of integrity and professionalism.
- Basic computer skills and ability to work with relevant systems.
- Fluency in Swahili and English.
Key Competencies
The ideal candidate should demonstrate:
- Strong customer focus and relationship-management skills.
- Persuasion and negotiation abilities.
- Attention to detail and accurate documentation.
- Accountability and a results-oriented mindset.
- Ability to handle difficult customer conversations professionally.
- Strong interpersonal and communication skills.
How to Apply
Interested and qualified candidates should submit:
- An application letter.
- An updated CV.
Applications should be sent by email to:
Email Subject: Job Application – Call Center Agent Position
Only shortlisted candidates will be contacted for an interview.
Application Deadline
1 September 2026
SimplePay Capital Financial Services Tanzania Ltd is an equal opportunity employer and considers applications from qualified candidates in accordance with applicable employment laws and regulations in Tanzania.
