4G Capital offers an opportunity to people who want to improve themselves in a dynamic and growing international business. We embrace talent that is engaging, has high energy and integrity, and is focused on delivering results and a great customer experience. We believe in the power of developing our internal resources to introduce our fresh new business approach to Kenya and other African countries. You will help to develop our offering and processes to deliver exceptional business results whilst putting the needs of the customer at the forefront.

4G Capital is working with the retail industry in Kenya to provide customers with an end-to-end retail credit service. 4G Capital facilitates this service from the application process through to collections. All applicants need to be able to handle change as it is the nature of any start up business that there will be constant change until the business normalizes.

JOB TITLE: Commission Based Call Center Agent

DEPARTMENT: Collections, Contact Centre

REPORTING LINE: Call Center Manager

SITE LOCATION: Nairobi, Kenya

PAY STRUCTURE: Minimum retainer plus performance based commissions

AVAILABILITY: Immediate

To manage delinquent customer portfolio and to recover any overdue monies in line with 4th Generation Capital policies.

• To manage work queues to ensure all delinquent queues are actioned.
  

• All call information to be captured accurately.
  

• Make contact with defaulting customers by calling them with an aim of negotiating a settlement of the arrears
  

• Monitoring collection accounts allocated on a daily basis and take appropriate actions to ensure that the collection portfolio remains within accepted limits through the application of sound credit judgment within policy guidelines.
  

• To investigate and resolve any customer queries and complaints through verbal or written correspondence in line with 4G Capital policies.
  

• To achieve the monthly collection targets.
  

• All communication whether written or oral to be in line with the 4G Capital quality standards.
  

• To be at work on time in line with your allocated shift
  

• To adhere to break schedules as defined in the shift patterns
  

• All callstobe recorded and stored as defined in the 4G Capital policy.
  

• Other ad hoc tasks asdefined by the Call Center Manager
  

• Identify and escalate deceased or disabled customers to collections management for review or collection termination.
  

• Work closely with the branches on their bad debt portfolio
  

• 6 months – 1 year of call center experience preferably in collections
  

• A diploma/bachelors qualification in a business related course
  

• Computer literacy
  

• Previous call center or collections experience in retail or financial services advantageous
  

• Fluent in English (written and verbal) and Swahili will have an added advantage.
  

• Team Player
  

• Detail orientation
  

• Self-motivated and pro – active
  

• Flexibility and ability to adapt to change
  

• Problem solving / solution driven / negotiation
  

• Confident
  

• Excellent communication skills – articulate and well spoken
  

Kindly headline your application Commission Based Collection Agent (CBCC) Interviews, Training and Position will be in Nairobi.

Disclaimer: 4th Generation Capital does not charge any kind of fee at whichever stage of the recruitment process and does not act through recruitment agents