Call Centre Agent at SimplePay Capital Limited, Dar es Salaam March 2026

Job Title: Call Centre Agent

Location: Dar es Salaam, Tanzania

Level: Entry

Job Type: Fixed Contract

Positions: 2

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 info.tz@simplepay.capital

Subject : Job Application – Call Center Agent

Only shortlisted candidates will be contacted to attend an interview.

Equal Opportunity Employer Statement:

Simplepay Capital Financial Services Tanzania Ltd is an equal opportunity employer and value diversity in our workplace. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, national origin, age, disability, marital status, or any other characteristic protected by applicable laws and regulations in Tanzania.