Call Center Collections Agent

Website FincaZambia FINCA Zambia

FINCA Impact Finance is an Equal Opportunity Employer.

FINCA is an international Microfinance Organisation operating in 16 countries around the world. We offer financial services to small and medium entrepreneurs, through sustainable and scalable solutions driven by the insights and needs of people in the communities where they live and work. What sets FINCA apart is that we are an “Unconventional financial institution” that treats everyone with WARMTH, is committed to RESPONSIBLE BANKING, is focused on building TRUSTED RELATIONSHIPS.

The core functions for the Call Center Agent is responsible for monitoring the collection of loan payments overdue. It is a front-line position using telephone and computerized system information to communicate and follow up with customers to pay overdue loan due payments.


  • Good Interpersonal skills
  • Ability to achieve objections and targets.
  • Ability to prepare reports.
  • Good writing skills.
  • Ability to multi-task.
  • Team player.
  • Sales and marketing skills.
  • Excellent customer service skill.
  • Analytical skills.


  • Monitor the company’s loan portfolio by notifying borrowers of existing debts.
  • utilizing remote negotiation techniques with borrowers and related parties to identify non-standard situations in loan repayment.
  • Initiate and understand clients’ challenges and the reason for late payment, and find solutions for clients.
  • work with clients to make a settlement according to the company’s established procedures. using approved interaction channels, entering results promptly into the Bank’s information system (e.g., CBS, CRM, Smartsheet).
  • Engage in telephone conversations and correspondence via messengers with borrowers or their authorized representatives, addressing payment methods, dates, amounts, and locations.


  • Diploma/Degree in Banking and Finance.
  • Business Administration.
  • Marketing or any other relevant Business-Related Diploma/Degree
  • Experience in the same capacity /Similar Role with a micro finance institution or Commercial Bank.

If you meet the set criteria and qualifications, you are encouraged to submit your application not later than 14th February 2024.

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