​​About the role:

Tele collection Agent will work closely with the various stakeholders including; The risk management, sales team and Regional collections managers to serve existing customers who have stopped/delayed making daily/monthly instalments for the units they have purchased on PAYG basis by providing proper, efficient and timely service as per endorsed SLA, and contribute to realization of company’s goals by reducing number of disabled customers and enhance company’s portfolio quality.

What you would be expected to do:

Contact customers to remind them of their outstanding payments, using the available scripts and call guides provided by Sun King.

To ensure proper knowledge is provided with a high degree of efficiency to delinquent customers so that they may continue with payments by re-educating them on the key terms of the sale agreement.

Negotiate payment arrangements with customers, taking into account their financial situation and the company's policies and procedures.

Set up repayment plans and new terms of sale. Record a new covenant to repay debt

Verification of clients' KYC details & update account information in the company's collections system, including notes on the customer's payment history and any payment arrangements made.

Provide excellent customer service to customers, addressing their questions and concerns in a professional and humane manner.

Ensure adherence to the company policies and procedures related to collections, including regulations related to consumer protection practices.

Meet or exceed daily and weekly targets for calls made, collections made, and other key performance indicators (KPIs) as defined by the Sun King.

Record & escalate any abnormal issues reported by customers during the disabled call down, such as faulty or stolen, or repossessed products, suspected fraud cases, etc 

Utilize computer systems to handle skip tracing

You would be a strong candidate if you:

Possess a diploma/degree in a business-related field(E.g. Business Administration, Economics, Finance, Accounting, or related discipline).

Are fluent in English and Swahili speaking.

Have proven experience as a Collection representative or relevant role.

Are knowledgeable about MS Office Suite.

Possess excellent communication skills & problem-solving skills.

Are a team player, Fast learner, and Vibrates positivity. 

Have patience, tenacity, and persuasiveness.

Demonstrate excellent time management and Shift flexibility.

Have additional training/certificate in Credit Management. Debt collection& Recovery, Negotiation & conflict resolution, or customer relationship management(CRM). 

Are experienced with analytical tools (added advantage).