Call Centre Collections Agent

About the role

Veyndii Credit Limited is hiring a full-time Call Centre Collections Agent in Kampala (Kamwokya). The role covers outbound debt recovery, customer relations and query resolution, and performance against collection targets.

Key responsibilities

• Make outbound collection calls to customers with overdue accounts, remind them of outstanding balances and negotiate payment arrangements, securing firm Promise to Pay (PTP) commitments.
• Follow up on broken promises and overdue arrangements, and encourage immediate payments through approved channels.
• Verify customer identity securely before discussing sensitive account details, resolve queries about balances, interest and penalties, and escalate genuine hardship cases.
• Maintain a professional, calm and empathetic manner with difficult or irate customers.
• Document all interactions and payment arrangements in the collections management system, keep Right Party Contact (RPC) rates high and protect customer confidentiality.
• Escalate disputed or complex cases to supervisors or relevant departments.
• Meet daily, weekly and monthly collection and recovery targets, and take part in coaching, performance reviews and team training.

Required profile

• Diploma or Bachelor's degree in Business Administration, Finance, Accounting, Customer Service or a related field.
• Previous experience in credit collections, customer service or a call centre is highly desirable.
• Proficiency in Microsoft Office; CRM or collections management systems are an added advantage.

Required skills

• Negotiation, communication, persuasion and influencing.
• Strong customer focus, resilience under pressure and problem-solving.
• Attention to detail, organisational skills and time management.
• Integrity and commitment to data confidentiality.

Performance is measured by collection amounts and rates, PTP and promise kept rates, RPC rate, calls handled, follow-up completion, quality assurance, compliance, CSAT and reporting accuracy. Applications are submitted through the BrighterMonday portal.