CALL CENTER AGENT INTERN - WESTERN KENYA

CALL CENTER AGENT INTERN

Company: Capen Credit Limited
Location: Western Kenya
Employment Type: Full-Time
Salary: KES 15,000 per month

This is a full-time operational position for individuals seeking to build practical experience and develop a career in microfinance and financial services.Job Purpose

The Call Center Agent Intern will be responsible for making assigned customer calls, following up on loan repayments, securing repayment commitments, and maintaining accurate call and collection records.

Key Responsibilities

•  Make assigned customer calls to follow up on loan repayments and outstanding obligations.
•  Follow up defaulted accounts, Week One partial payments, and previous-day disbursements as assigned.
•  Contact customers early to remind them of upcoming or overdue repayments and encourage timely payment.
•  Secure and document realistic Promises to Pay (PTPs) and follow up on agreed payment commitments.
•  Handle customer questions and repayment concerns professionally and escalate unresolved issues appropriately.
•  Maintain accurate daily records of calls, customer responses, PTPs, and payment outcomes.
•  Update assigned collection pipelines and provide timely feedback on customer contact and repayment status.
•  Identify customers who may require further intervention and escalate high-risk or difficult accounts to the relevant supervisor.
•  Achieve assigned daily call, follow-up, and collection targets.

Minimum Requirements

•  Diploma or Degree in any relevant field.
•  Computer competency.
•  Strong communication and customer service skills.
•  Previous experience in microfinance is an added advantage.
•  Candidates with microfinance experience are highly encouraged to apply.
•  Applicants should be 30 years of age or below.

Key Skills & Competencies

•  Excellent verbal communication and active listening skills.
•  Strong customer service and negotiation skills.
•  Confident and professional telephone manner.
•  Ability to handle difficult customer conversations calmly and professionally.
•  Strong follow-up and persuasion skills.
•  Target-oriented and results-driven.
•  Good computer and record-keeping skills.
•  Integrity, patience, discipline, and attention to detail.
•  Ability to work under pressure and meet daily targets.

What We Offer

•  Practical hands-on experience in customer engagement and microfinance collections.
•  Exposure to loan repayment management, customer service, and portfolio performance.
•  An opportunity to develop a career in financial services.
•  A performance-driven working environment.