Call Centre Agent

Simplepay Capital Financial Services Tanzania Ltd

Simplepay Capital Financial Services Tanzania Ltd

 

Job Overview

Simplepay Capital Financial Services Tanzania Ltd is seeking to recruit a qualified and motivated Call Centre Agent to join its team in Dar es Salaam, Tanzania.

The successful candidate will be responsible for managing overdue loan accounts through effective customer follow-ups, professional 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 ensuring compliance with company procedures and operational processes.

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Job Details

Item	Details
Job Title	Call Centre Agent
Organization	Simplepay Capital Financial Services Tanzania Ltd
Location	Dar es Salaam, Tanzania
Job Level	Entry Level
Employment Type	Fixed-term Contract
Number of Positions	1
Application Deadline	22 May 2026

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Job Purpose

The Call Centre Agent will manage overdue loan accounts through effective follow-ups, customer engagement, and repayment negotiations.

The role supports the company’s goal of reducing and maintaining Portfolio at Risk (PAR) below 2%, while ensuring strong customer relationships and compliance with operational procedures.

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Key Objectives

• Reduce and maintain Portfolio at Risk (PAR) below 2% across assigned portfolios.
• Ensure daily follow-up of overdue accounts according to Standard Operating Procedures (SOPs).
• 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 efforts.
• Strengthen coordination between the Call Centre, Branch Teams, and Field Teams.

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Key Responsibilities

The successful candidate will:

• Manage and follow up on assigned overdue accounts daily.
• Record repayment plans, promises to pay (PTPs), and customer dispositions in the system.
• Achieve daily collection and account closure targets.
• Professionally negotiate repayments and resolve delayed payments.
• Educate customers on repayment benefits and consequences of default.
• Handle customer complaints and clarify misunderstandings regarding products and policies.
• Maintain accurate records 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 and recovery actions.
• Provide feedback on customer behavior, default trends, and process gaps.
• Respond to customer inquiries including loan balance information.
• Ensure consistent follow-up, even for customers making partial payments.

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Qualifications and Requirements

Applicants should possess:

• Diploma or Bachelor’s Degree in Business, Finance, or a related field.
• Previous experience in debt collection within a call centre environment.
• Strong communication and negotiation skills.
• Ability to work under pressure and meet daily targets.
• Problem-solving and conflict resolution skills.
• High integrity and professionalism.
• Basic computer and system usage skills.
• Fluency in both Swahili and English.

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Key Competencies

The ideal candidate should demonstrate:

• Customer focus and relationship management
• Persuasion and negotiation skills
• Attention to detail and documentation skills
• Accountability and results orientation
• Professional handling of difficult conversations

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How to Apply

Interested candidates should submit:

• Application Letter
• Updated CV

Applications should be sent via email to:

recruitment.tz@simplepay.capital

Use the following subject line in your application email:

Job Application – Call Center Agent

Only shortlisted candidates will be contacted for interviews.

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Equal Opportunity Employer

Simplepay Capital Financial Services Tanzania Ltd is an equal opportunity employer that values workplace diversity.

All qualified applicants will receive consideration for employment without discrimination based on race, color, religion, gender, national origin, age, disability, marital status, or any other protected characteristic under Tanzanian laws and regulations.