About this role

WHAT YOU WILL DO
Contact customers with overdue or upcoming payments through calls, SMS and other approved communication channels.
Recover outstanding payments by negotiating payment commitments and encouraging timely or advance repayments.
Educate customers on device locking/unlocking, loan repayments and the use of the MOGO App.
Handle customer inquiries, objections and complaints professionally while providing appropriate repayment solutions.
Accurately document customer interactions, payment promises and account updates in the collection system.
Escalate complex, disputed or high-risk accounts to the Team Leader or relevant department.
Achieve assigned collection KPIs while maintaining high-quality customer interactions.
Ensure compliance with company policies, debt collection regulations and ethical collection practices.

WHAT YOU NEED
Minimum 1 year's experience in debt collection, customer service, call center operations or telesales (experience in financial services is an advantage).
Strong communication, negotiation and customer engagement skills in English and Swahili.
Experience using CRM platforms, collection systems and basic computer applications.
Ability to work independently, prioritize tasks and consistently achieve collection targets.
Strong problem-solving, objection-handling and customer service skills.
High level of integrity, professionalism and ethical conduct.
Ability to work under pressure in a fast-paced, target-driven environment.
Strong organizational skills with excellent attention to detail.
Experience in digital lending, mobile device financing or other credit-based products.
Knowledge of debt restructuring, payment negotiations and customer retention strategies.
Check how your CV matches this job

Customer Care and Debt Collection Agent (Device Financing)