Call Center Agent (Out Bound)

Call Center Agent (Out Bound) Veyndii Credit Limited Customer Service & Support

• 5 days ago Easy apply Uganda Full Time Banking, Finance & Insurance USh 300,000 - 500,000

Profil recherché

The Outbound Call Center Agent – Credit Collections is responsible for contacting customers with overdue accounts to recover outstanding debts while maintaining professionalism, adhering to regulatory requirements, and preserving positive customer relationships. The role focuses on achieving collection targets, negotiating payment arrangements, and Min Qualification: Diploma

Expérience

Entry level Experience Length:

• 1 year Language Requirement: English Working Hours: Full Time - 8 to 5

Localisation

Kampala, Uganda Job descriptions & requirements Key Responsibilities 1. Debt Recovery & Negotiation Make outbound collection calls to customers with overdue accounts. Remind customers of outstanding balances and clear payment obligations. Negotiate viable payment arrangements and secure firm Promise to Pay (PTP) commitments. Encourage customers to make immediate payments through approved company payment channels. Proactively follow up on broken promises and overdue payment arrangements.

• 2. Customer Relations & Query Resolution Verify customer identity securely before discussing any sensitive account details. Resolve customer queries regarding account balances, interest, penalties, and payment options. Identify customers experiencing genuine financial hardship and escalate cases in accordance with company policy. Maintain a professional, calm, and empathetic demeanor when handling difficult or irate customers.
• 3. System Administration & Compliance Accurately document all customer interactions, notes, and payment arrangements in the collections management system. Maintain high Right Party Contact (RPC) rates and ensure database integrity. Ensure strict compliance with company policies, regulatory requirements, and ethical debt collection standards.

Formation / Diplômes

Maintain strict confidentiality and protect sensitive customer information at all times. Escalate disputed accounts or complex cases to supervisors or relevant departments in a timely manner.

• 4. Performance & Development Meet daily, weekly, and monthly collection and recovery targets. Participate actively in coaching sessions, performance reviews, and team training programs. Key Performance Indicators (KPIs) Your performance in this role will be measured by the following metrics: Financial Metrics: Collection Amount Achieved, Collection Rate (%), and Recovery Rate. Commitment Metrics: Promise to Pay (PTP) Rate and Promise Kept Rate. Activity Metrics: Right Party Contact (RPC) Rate, Calls Handled per Day, and Accounts Worked. Operational Metrics: Follow-up Completion Rate, Average Talk Time, and Schedule Adherence/Attendance. Quality Metrics: Quality Assurance (QA) Score, Compliance Score, Customer Satisfaction (CSAT), and Reporting Accuracy. Requirements & Qualifications Education & Experience Education: Diploma or Bachelor’s Degree in Business Administration, Finance, Accounting, Customer Service, or a related field. Experience: Previous experience in credit collections, customer service, or a call center environment is highly desirable (added advantage). Tools: Proficiency in Microsoft Office applications. Experience using CRM or specialized collections management systems is an added advantage.

Compétences requises

Negotiation: Excellent communication, persuasion, and influencing skills. Customer Focus: Strong customer service orientation combined with empathy and professionalism. Resilience: Ability to work under pressure, meet challenging targets, and remain calm when dealing with difficult clients. Problem-Solving: Strong analytical, decision-making, and conflict-resolution skills. Operational Excellence: High attention to detail, strong organizational skills, and excellent time management. Ethics: High level of integrity and commitment to maintaining data confidentiality. How to Apply: All applications will be received and reviewed through the BrighterMonday Portal by clicking on the 'Apply Here' section Log In and Apply Important safety tips Do not make any payment without confirming with the BrighterMonday Customer Support Team. If you think this advert is not genuine, please report it via the Report Job link below. Report Job