Call Center Agent

VisionFund Tanzania Microfinance Bank Ltd (VFT MFB)

Job Reference

Work Reference No. 32/25

Reporting To

Call Center Supervisor

Job Purpose

The Call Center Agent serves as the primary point of contact for VisionFund’s customers, providing effective and efficient customer service and support. The role is critical for enhancing customer satisfaction, improving business operations, and driving revenue while ensuring strict compliance with bank policies and financial regulations. The agent is responsible for addressing inquiries related to customer accounts, loans, and digital banking platforms, resolving issues, and providing timely feedback.

Key Responsibilities and Accountabilities

The agent’s duties span customer support, sales, compliance, and reporting:

• Customer Inquiry Management: Respond to inbound customer calls, address inquiries, and provide accurate information on VFT’s products, services, and policies.
• Problem Solving & Resolution: Identify customer issues, provide appropriate solutions, and offer technical support where applicable. Escalate unresolved issues to the relevant branch or business center and ensure customers receive timely feedback.
• Record Keeping & Follow-up: Accurately record all inbound and outbound customer interactions, complaints, and feedback in the call center system. Ensure timely follow-up or referral to the responsible department.
• Tele-Selling & Promotion: Promote products and services by answering questions and persuading potential customers, meeting set sales targets while following sales scripts and Bank Communication Guidelines.
• Reconciliation & Compliance: Match payments from the NLS system with the suspense account, verify client payment details, and correct discrepancies. Confirm and log accurate transaction information using the T24–VisionFund system.
• Loan Recovery: Conduct follow-up calls to clients with overdue payments, verify reasons for non-payment, agree on repayment timelines, and prepare daily recovery reports for management. Identify possible fraud cases.
• Client Surveys: Conduct quarterly surveys (Customer Satisfaction and Impact Surveys) to evaluate client satisfaction, gather feedback for product improvement, and measure the influence of VFT services on clients’ livelihoods and families.

Qualifications and Competencies

Qualifications

• Bachelor’s degree or diploma with equivalent experience in Business, Finance, Customer Care, or a related field (preferred).
• Previous experience in a banking or call center environment is an advantage.
• Knowledge of commercial or microfinance banking products and digital banking systems.
• Proficiency in CRM and call center software.

Core Competencies

• Excellent customer service and customer experience management skills.
• Strong communication (written and verbal) and sales abilities suited to diverse customer backgrounds.
• Proficiency in Microsoft Office and call center software tools.
• Strong interpersonal skills to facilitate clear communication between customers, staff, and other departments.
• Ability to multitask and manage time effectively in a fast-paced environment.
• Smart, neat, and presentable appearance with a professional attitude.

Working Environment & Application

VisionFund Tanzania Microfinance Bank fosters a calm and harmonious working environment where good work is recognized and rewarded, offering professional and spiritual growth opportunities. VFT MFB is committed to Safeguarding and providing a safe environment for all adults and children, including clients. Female applicants are particularly encouraged to apply.

Mode of Application

Interested and suitably qualified individuals should forward their application letter, attaching certified copies of their academic and professional certificates, detailed CV with three referees, and National ID via email:

• Email: application@vftz.co.tz
• Email Subject: The subject of the email application must be the position applied for: Call Center Agent.
• Address applications to: The Chief Executive Officer, VisionFund Tanzania Microfinance Bank Limited P.O. Box 1546, Arusha, TANZANIA.
• Deadline: 11th November, 2025.

Disclaimer: VisionFund Tanzania Microfinance Bank informs the public that it has not engaged any consultant or agent to conduct recruitment on its behalf.