The core functions for the contact center agent is to engage with clients, understand their needs, and promote suitable products for loan renewal. It involves fostering positive customer relationships and ensuring clients receive tailored solutions that align with their financial requirements.

Competencies

• Good Interpersonal skills
• Active and reflective listener
• Ability to understand and handle objections
• Writing skills
• Capability to multi-task
• Good communicator
• Excellent customer service skills

Essential duties and Responsibilities

• Proactively handle incoming calls and provide assistance to customers.
• Proactively reach out to potential customers, setting up appointments or following up on leads.
• Ensure customers receive correct details about FINCA products and services.
• Identify opportunities to upsell and cross sell relevant products and services when appropriate.
• Negotiate payment plans with delinquent customers to maximize recovery rates while maintaining positive customer relationships.
• Document all outbound calls information according to standard operating procedures.
• Manage and resolve customer complaints in a timely manner leading towards satisfaction.

Qualifications

• 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
• Strong analytical skills and pays attention to detail.