Job Description

Tele Collection Agent

Department: Corporate Risk

Employment Type: Fixed Term Contract

Location: Uganda

Reporting To: Tele Collection Supervisor

Location Kampala

Languages: Lugishu

About the role
Tele collection Agent will work closely with the various stakeholders including; The risk management, sales team and Regional collections managers to serve existing customers who have stopped/delayed making daily/monthly installments for the units they have purchased on Pay as you go(PAYG) basis by providing proper, efficient and timely service as per set SLA, and contribute to realization of company’s goals by reducing number of disabled customers and enhance company’s portfolio quality.

What you would be expected to do;

1. Contact customers to remind them of their outstanding payments, using the available scripts and call guides provided by Sun King.
2. Ensure proper knowledge is provided with a high degree of efficiency to delinquent customers so that they may continue with payments by re-educating them on the key terms of the sale contract.
3. Negotiate payment arrangements with customers, taking into account their financial situation and the company's policies and procedures.
4. Set up repayment plans and new terms of sale.
5. Verification of clients' details & update account information in the company's collections system, including notes on the customer's payment history and any payment arrangements made.
6. Provide excellent customer service to customers, addressing their questions and concerns in a professional and empathetic manner.
7. Ensure adherence to the company policies and procedures related to collections, including regulations related to consumer protection practices.
8. Meet or exceed daily and weekly targets for calls made, collections made, and other key performance indicators (KPIs) as defined by Sun King.
9. Record & escalate any abnormal issues reported by customers during the disabled call interactions, such as faulty or repossessed products, suspected fraud cases, etc
10. Utilize computer systems to handle skip tracing.

You might be a strong candidate if you;

1. Hold a diploma/degree in a business-related field(E.g, Business Administration, Economics, Finance, Accounting, or related discipline)
2. Proven experience as a Collection representative or relevant role
3. Fluent in English and Lugisu speaking, Other languages: Luo, Runyakitara
4. Excellent knowledge of the MS Office Suite
5. Team player, Fast learner, and Vibrates positivity.
6. Additional training/certificate in Credit Management. Debt collection & Recovery, Negotiation & conflict resolution, or customer relationship management. Experience with analytical tools would be an added advantage

What Sun King offers

• Professional growth in a dynamic, rapidly expanding, high-social-impact industry
• An open-minded, collaborative culture with enthusiastic colleagues driven by the challenge of innovation and making a profound impact on people and the planet.
• A truly multicultural experience: you will have the chance to work with and learn from people from different geographies, nationalities, and backgrounds.
• Structured, tailored learning and development programs that help you become a better leader, manager, and professional through the Sun King Center for Leadership.