The Ugandan Jobline

Job Title:  Collection Call Centre Agent (3 Job Opportunities)

Organisation: Tugende

Duty Station: Kampala, Uganda

Reports to: Credit Lead

Application Opens:  19th August 2024

Application Closes:  30th August 2024

About the Company:

Tugende uses asset finance, technology, and a customer-centric model to help informal sector entrepreneurs dramatically increase their economic trajectory. Tugende’s core asset finance packages include medical and life insurance, training, safety equipment, and digital credit profiles in addition to affordable asset financing for SMEs. By helping clients grow economically and build digital track records of responsibility, we are creating a long-term ecosystem for MSMEs to grow and thrive.

Tugende is tackling the credit gap for small businesses in Africa by enabling informal entrepreneurs to 1) own income‑generating assets, 2) build a verifiable digital credit profile, and 3) earn future growth opportunities through the Tugende digital platform. This platform includes discounts, smartphones, e‑commerce opportunities, and on‑demand credit lines. Tugende has financed 70,000+ clients and has hundreds of employees serving clients across 22 branches in Uganda and 10 in Kenya.

Job Summary:   The Collection Call Centre Agent at Tugende, will be responsible for managing and recovering outstanding debts from customers. This role involves contacting delinquent accounts, negotiating payment plans  and ensuring that collection processes comply with legal and company policies. Work to resolve payment issues, provide exceptional customer service and achieve collection targets while maintaining a professional and empathetic approach.

Key Duties and Responsibilities:   

• Account Management: Monitor and manage assigned accounts to identify overdue payments.
• Customer Contact: Initiate contact with borrowers via phone, email, or mail to discuss their accounts and arrange repayment plans.
• Negotiation: Negotiate repayment terms and schedules with borrowers to ensure timely debt recovery.
• Payment Processing: Facilitate the processing of payments and update account records accordingly.
• Record Keeping: Maintain accurate and detailed records of all collections activities and communications.
• Reporting: Prepare and submit regular reports on collections activities, outstanding debts, and recovery performance.
• Compliance: Ensure all collections activities comply with internal policies and relevant legal and regulatory requirements.
• Collaboration: Work closely with the underwriting team and other departments to resolve issues related to loan repayment.
• Customer Service: Provide excellent customer service by addressing borrower inquiries and concerns professionally and empathetically.
• Continuous Improvement: Identify and recommend improvements to the collections process and strategies to enhance recovery rates.

 




Qualifications, Skills and Experience:  

• Diploma/Bachelor’s degree in Accounting, Admin, or a related field.
• Experience working in a call centre and managing customer relationships.
• At least 1 years of experience in credit analysis, accounting, or underwriting.
• Excellent communication and interpersonal skills.
• Familiarity with lending products, financial services and CRM software.

Personal Attributes and Abilities:

• Analytical Acumen: Exceptional ability to analyse financial data and trends to make informed decisions and implement effective policies.
• Communication Excellence: Superior communication skills, capable of effectively articulating complex concepts to diverse audiences, including senior management and non-technical staff.
• Adaptability and Innovation: Agile in adapting to change and innovative in using technological solutions to enhance business processes.
• Ethical Integrity: Unwavering commitment to ethical standards and the ability to maintain confidentiality and integrity in dealing with sensitive financial information.

More About Tugende:

Tugende means “let’s go”  in Luganda and what you see when you get on the back of a motorcycle-taxi and it signifies the company’s mission. Tugende has been recognized as a 2012 Unreasonable Fellow, 2014 Echoing Green Global Fellow, 2016 GSBI Fellow, and received the MIT Zambezi prize in 2015 as one of the top 3 financial inclusion start-ups in Africa. We have appeared in The Guardian, BBC, Economist, and 2021 Inclusive Fintech50! Award Winner, African Banker 2022 Financial Inclusion Award, the lend a hand blog, and Reuters video. Beyond geographic growth, Tugende’s future includes multiple asset finance products and tools to help Tugende reach millions of clients across Africa without losing high-touch personal support.

How to Apply:

All interested candidates who meet the above requirements should follow the link below to apply

Click Here

Deadline: 30^th August 2024

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