Call Center Agent

Key Responsibilities Action work queues and daily collection portfolios to ensure accounts remain within healthy policy limits. Contact defaulting customers to negotiate constructive arrears settlements while upholding quality communication standards. Manage incoming calls, resolve complaints, capture accurate call data, and troubleshoot customer requests efficiently. Achieve monthly collection targets while adhering to scheduled shifts and break patterns. Escalate complex cases (such as deceased or disabled customers) to management for sensitive handling. Maintain strong, strategic working relationships with internal teams and external stakeholders. The Ideal Candidate We are looking for a proactive, goal-oriented self-manager who possesses a passion for customer service and community impact. Skills & Requirements: Education: Diploma or Bachelor's degree in a business-related field. Experience: 1 - 2 years of call center or collections experience in retail or financial services is highly advantageous. Language Proficiency: Fluent in English (written and verbal); Swahili proficiency is a distinct advantage. Technical Skills: Computer literacy with exceptional attention to detail, time management, and organizational abilities.