Customer Care and Debt Collection Agent (Device Financing)

Responsibilities


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.



Requirements


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.