Debt Collection Call Center Agent

About the role

The Debt Collection Call Center Agent will handle both outbound and inbound collection calls, negotiating repayment schedules and maintaining accurate records. This full‑time position is based in Nairobi and requires strong communication and analytical abilities.

Key responsibilities

• Contact customers to negotiate mutually beneficial repayment terms.
• Process and organise debt collection correspondence and documentation.
• Ensure compliance with contractual and regulatory requirements.
• Maintain up‑to‑date records of customer accounts, communication history and payment status.
• Build positive relationships with customers to facilitate smooth debt recovery.
• Address and resolve debtor inquiries, complaints or concerns promptly and professionally.
• Identify and suggest improvements to the debt collection process.
• Achieve and exceed set debt recovery targets and performance metrics.

Required profile

• Diploma or Degree in Business Administration or a related field.
• Relevant call‑centre experience is an advantage.
• Strong desire to learn, professional drive and excellent communication skills.
• Fluent in English and Swahili.