Recovery Call Centre Agent
2025-05-19T11:24:20+00:00
Tugende
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https://www.greatugandajobs.com/jobs/
FULL_TIME
Tugende HQ- Kampala
Kampala
00256
Uganda
Finance
Admin & Office
2025-05-31T17:00:00+00:00
Uganda
8
About Tugende
Tugende uses asset finance, technology, and a customer-centric model to help informal sector entrepreneurs dramatically increase their economic trajectory. Tugende’s core asset finance packages include medical and life insurance, training, safety equipment, and digital credit profiles in addition to affordable asset financing for SMEs. By helping clients grow economically and building digital track records of responsibility, we are creating a long-term ecosystem for MSMEs that will grow and thrive.
Tugende is tackling the credit gap for small businesses in Africa by enabling informal entrepreneurs to 1) own income‑generating assets, 2) build a verifiable digital credit profile, and 3) earn future growth opportunities through the Tugende digital platform. This platform includes discounts, smartphones, e‑commerce opportunities, and on‑demand credit lines. Tugende has financed 80,000+ clients and has hundreds of employees serving clients across its branches in Uganda and Kenya.
About the role
As a Recovery call centre Agent, you will be responsible for managing a diverse range of debt recovery cases, ensuring that outstanding debts are collected in a timely and efficient manner. You will work closely with clients to negotiate payment plans and resolve any disputes while adhering to industry regulations and company policies and liaising with the head office recovery team. Your role is critical in maintaining positive customer relationships while achieving Tugende’s financial goals.
Key Responsibilities:
- Account Management: Monitor and manage assigned accounts to identify overdue payments.
- Customer Contact: Initiate contact with borrowers via phone, email, or mail to discuss their accounts and arrange repayment plans.
- Negotiation: Negotiate repayment terms and schedules with borrowers to ensure timely debt recovery.
- Payment Processing: Facilitate the processing of payments and update account records accordingly.
- Record Keeping: Maintain accurate and detailed records of all collections activities and communications.
- Reporting: Prepare and submit regular reports on collections activities, outstanding debts, and recovery performance.
- Compliance: Ensure all collections activities comply with internal policies and relevant legal and regulatory requirements.
- Collaboration: Work closely with the underwriting team and other departments to resolve issues related to loan repayment.
- Customer Service: Provide excellent customer service by addressing borrower inquiries and concerns professionally and empathetically.
- Field Coordination: Liaise with external bailiffs and internal field recovery team to coordinate field recovery actions, including asset impounding for non-performing loans.
- Recovery Oversight: Monitor and support field recovery efforts, ensuring timely execution of impounding and escalating to recovery management where expected impounding has not happened.
- Continuous Improvement: Identify and recommend improvements to the collections process and strategies to enhance recovery rates.
Qualifications and Skills:
- 2- years’ Experience in debt recovery, credit control, or a similar role is preferred
- Excellent communication and negotiation skills
- Knowledge of relevant debt recovery legislation and best practices.
- Strong communication skills, both written and verbal, with the ability to negotiate effectively.
- Excellent organizational skills and attention to detail.
- Ability to handle sensitive situations with tact and professionalism.
- Proficient in using MS Office or similar software.
- Ability to work under pressure and meet targets.
Account Management: Monitor and manage assigned accounts to identify overdue payments. Customer Contact: Initiate contact with borrowers via phone, email, or mail to discuss their accounts and arrange repayment plans. Negotiation: Negotiate repayment terms and schedules with borrowers to ensure timely debt recovery. Payment Processing: Facilitate the processing of payments and update account records accordingly. Record Keeping: Maintain accurate and detailed records of all collections activities and communications. Reporting: Prepare and submit regular reports on collections activities, outstanding debts, and recovery performance. Compliance: Ensure all collections activities comply with internal policies and relevant legal and regulatory requirements. Collaboration: Work closely with the underwriting team and other departments to resolve issues related to loan repayment. Customer Service: Provide excellent customer service by addressing borrower inquiries and concerns professionally and empathetically. Field Coordination: Liaise with external bailiffs and internal field recovery team to coordinate field recovery actions, including asset impounding for non-performing loans. Recovery Oversight: Monitor and support field recovery efforts, ensuring timely execution of impounding and escalating to recovery management where expected impounding has not happened. Continuous Improvement: Identify and recommend improvements to the collections process and strategies to enhance recovery rates.
2- years’ Experience in debt recovery, credit control, or a similar role is preferred Excellent communication and negotiation skills Knowledge of relevant debt recovery legislation and best practices. Strong communication skills, both written and verbal, with the ability to negotiate effectively. Excellent organizational skills and attention to detail. Ability to handle sensitive situations with tact and professionalism. Proficient in using MS Office or similar software. Ability to work under pressure and meet targets.
JOB-682b14e482072
Vacancy title:
Recovery Call Centre Agent
[Type: FULL_TIME, Industry: Finance, Category: Admin & Office]
Jobs at:
Tugende
Deadline of this Job:
Saturday, May 31 2025
Duty Station:
Tugende HQ- Kampala | Kampala | Uganda
Summary
Date Posted: Monday, May 19 2025, Base Salary: Not Disclosed
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JOB DETAILS:
About Tugende
Tugende uses asset finance, technology, and a customer-centric model to help informal sector entrepreneurs dramatically increase their economic trajectory. Tugende’s core asset finance packages include medical and life insurance, training, safety equipment, and digital credit profiles in addition to affordable asset financing for SMEs. By helping clients grow economically and building digital track records of responsibility, we are creating a long-term ecosystem for MSMEs that will grow and thrive.
Tugende is tackling the credit gap for small businesses in Africa by enabling informal entrepreneurs to 1) own income‑generating assets, 2) build a verifiable digital credit profile, and 3) earn future growth opportunities through the Tugende digital platform. This platform includes discounts, smartphones, e‑commerce opportunities, and on‑demand credit lines. Tugende has financed 80,000+ clients and has hundreds of employees serving clients across its branches in Uganda and Kenya.
About the role
As a Recovery call centre Agent, you will be responsible for managing a diverse range of debt recovery cases, ensuring that outstanding debts are collected in a timely and efficient manner. You will work closely with clients to negotiate payment plans and resolve any disputes while adhering to industry regulations and company policies and liaising with the head office recovery team. Your role is critical in maintaining positive customer relationships while achieving Tugende’s financial goals.
Key Responsibilities:
- Account Management: Monitor and manage assigned accounts to identify overdue payments.
- Customer Contact: Initiate contact with borrowers via phone, email, or mail to discuss their accounts and arrange repayment plans.
- Negotiation: Negotiate repayment terms and schedules with borrowers to ensure timely debt recovery.
- Payment Processing: Facilitate the processing of payments and update account records accordingly.
- Record Keeping: Maintain accurate and detailed records of all collections activities and communications.
- Reporting: Prepare and submit regular reports on collections activities, outstanding debts, and recovery performance.
- Compliance: Ensure all collections activities comply with internal policies and relevant legal and regulatory requirements.
- Collaboration: Work closely with the underwriting team and other departments to resolve issues related to loan repayment.
- Customer Service: Provide excellent customer service by addressing borrower inquiries and concerns professionally and empathetically.
- Field Coordination: Liaise with external bailiffs and internal field recovery team to coordinate field recovery actions, including asset impounding for non-performing loans.
- Recovery Oversight: Monitor and support field recovery efforts, ensuring timely execution of impounding and escalating to recovery management where expected impounding has not happened.
- Continuous Improvement: Identify and recommend improvements to the collections process and strategies to enhance recovery rates.
Qualifications and Skills:
- 2- years’ Experience in debt recovery, credit control, or a similar role is preferred
- Excellent communication and negotiation skills
- Knowledge of relevant debt recovery legislation and best practices.
- Strong communication skills, both written and verbal, with the ability to negotiate effectively.
- Excellent organizational skills and attention to detail.
- Ability to handle sensitive situations with tact and professionalism.
- Proficient in using MS Office or similar software.
- Ability to work under pressure and meet targets.
Work Hours: 8
Experience in Months: 24
Level of Education: bachelor degree
Job application procedure
Interested and qualified? click here to apply
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