The Tele-Collections Agent will work closely with various stakeholders, including Risk Management, the Sales team, and Regional Collections Managers. The primary objective is to serve existing customers who have stopped or delayed making daily or monthly installments for the units they purchased on a PAYG (Pay-As-You-Go) basis. This is achieved by providing proper, efficient, and timely service as per endorsed SLAs, thereby contributing to the realization of the company’s goals by reducing the number of disabled customers and enhancing the company’s portfolio quality.
Key Responsibilities
Contact customers to remind them of outstanding payments using available scripts and call guides provided by Sun King.
Ensure proper knowledge is provided with high efficiency to delinquent customers, re-educating them on key terms of the sale agreement to encourage payment continuation.
Negotiate payment arrangements with customers, taking into account their financial situation and company policies/procedures.
Set up repayment plans, new terms of sale, and record new covenants to repay debt.
Verify clients' KYC details and update account information in the company's collections system, including payment history notes and arrangements.
Provide excellent customer service, addressing customer questions and concerns professionally and humanely.
Ensure adherence to company policies and procedures related to collections, including consumer protection regulations.
Meet or exceed daily and weekly targets for calls made, collections made, and other key performance indicators (KPIs).
Record and escalate abnormal issues reported by customers (e.g., faulty, stolen, or repossessed products, suspected fraud, etc.).
Utilize computer systems to perform skip tracing.
Requirements & Qualifications
Diploma or degree in a business-related field (e.g., Business Administration, Economics, Finance, Accounting, or related discipline).
Fluency in English and Swahili.
Proven experience as a Collection Representative or in a relevant role.
Knowledgeable in MS Office Suite.
Excellent communication and problem-solving skills.
Team player, fast learner, and positive attitude.
Patience, tenacity, and persuasiveness.
Excellent time management and shift flexibility.
Additional training/certificate in Credit Management, Debt Collection & Recovery, Negotiation & Conflict Resolution, or Customer Relationship Management (CRM) is highly desirable.
Experience with analytical tools is an added advantage.
How to Apply
Interested and qualified candidates should apply online by visiting the application link on Sun King's recruitment platform: Apply on Sun King Pinpoint
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