Telecaller (Collections)
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Job summary
The Telecaller (Collections) reports directly to the Call Center Manager and is responsible for contacting customers to ensure timely repayment of outstanding loans. The role involves maintaining regular communication with clients, negotiating repayment plans, and supporting the company in minimizing delinquency and credit risk while maintaining positive customer relationships.
Language Requirement:
English, Luo, Acholi, Luganda, Runyankore
Working Hours:
Full Time - 9 to 5
Job descriptions & requirements
Department: Operations
ORGANIZATION AND REPORTING RELATIONSHIPS
Reports to: Call Center Manager
Country: Uganda
A. JOB SUMMARY (PURPOSE AND SCOPE)
The Telecaller (Collections) reports directly to the Call Center Manager and is responsible for contacting customers to ensure timely repayment of outstanding loans. The role involves maintaining regular communication with clients, negotiating repayment plans, and supporting the company in minimizing delinquency and credit risk while maintaining positive customer relationships.
B. MAJOR DUTIES / RESPONSIBILITIES
- Reach out to customers to follow up on overdue payments and ensure timely loan repayments
- Maintain a high volume of outbound calls to delinquent customers in line with daily targets
- Negotiate repayment plans and provide suitable solutions based on customer circumstances
- Update and maintain accurate records of customer interactions, commitments, and payment status in the system
- Monitor assigned accounts and escalate high-risk or non-responsive cases to the supervisor
- Ensure compliance with company policies, collection procedures, and regulatory guidelines
- Handle customer inquiries professionally and provide accurate information regarding loan accounts
- Achieve set collection targets and contribute to reducing portfolio delinquency
- Coordinate with field collection teams where necessary for follow-up on difficult cases
- Maintain confidentiality of customer information and uphold professional conduct at all times
- Prepare and submit daily, weekly, and monthly collection reports
- Support occasional branch visits or customer engagement initiatives as required
- Any other duties as may be assigned from time to time (AOB)
Languages:
4 Fluent in Luo-Acholi & Langi, Alur is an added advantage
2 Fluent in Rutooro, Runyoro & Runyankore
2 Lusoga & Luganda
How to Apply:
All applications will be received and reviewed through the BrighterMonday Portal by clicking on the 'Apply Here' section
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