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Call Center Agents Lupiya


Call Center Agents


  • Full Time
  • Lusaka

Lupiya

We’re Hiring: Call Center Agents!
Are you a great communicator with a passion for customer service? Do you thrive in a fast-paced environment?
Join the Lupiya team as a Call Center Agent and be part of a mission-driven company making financial services accessible to all!

Job Title: Call Centre Agent

Job Location: Lusaka
Reports To: Collections and Recoveries Manager
Job Type: Full-time

About the Role:

The role will primarily focus on managing loan collections for individuals and Small & Medium Enterprises (SMEs). The ideal candidate will have experience in a call centre environment, with a specific focus on collections, and a strong background in customer service. This is a key position requiring professionalism, excellent communication skills, and the ability to maintain strong relationships with clients while ensuring successful loan repayment.

Key Responsibilities:

  • Conduct outbound calls to borrowers (individuals and SMEs) for loan collections.
  • Engage with clients to assess repayment status, resolve issues, and ensure timely payment.
  • Identify and understand customers’ financial situations to offer suitable repayment solutions.
  • Maintain accurate records of all client interactions, payment commitments, and loan updates in the system.
  • Collaborate with internal teams to escalate issues or concerns for further action if necessary.
  • Provide exceptional customer service, maintaining professionalism and empathy in all communications.
  • Ensure compliance with company policies and regulatory requirements in all collection activities.
  • Meet daily, weekly, and monthly collection targets as assigned by the Collections Manager.
  • Offer customers guidance and support in resolving overdue accounts, while adhering to company protocols and best practices.
  • Prepare and follow up on reminders for loan repayments and payment plans.

Qualifications & Requirements:

  • Bachelor’s degree in Business, Commerce, or a related field.
  • At least 2 years of work experience in a call centre, with a focus on loan collections or a similar role.
  • Proven experience in customer service, with excellent verbal and written communication skills.
  • Strong interpersonal and negotiation skills.
  • Ability to remain calm and professional under pressure while managing difficult conversations.
  • Knowledge of collection procedures and relevant financial regulations.
  • High level of attention to detail and accuracy in documenting client information.
  • Goal-oriented with a drive to meet performance targets.
  • Proficient in Microsoft Office Suite and other call centre software/tools.
  • Ability to work in a fast-paced environment and handle high call volumes effectively.

Preferred Skills:

  • Previous experience working with collections software.
  • Fluency in additional languages is an advantage.

To apply for this job please visit www.ondemandassessment.com.

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