Vacancies at 4G Capital

Job Purpose

• The Commission Based Call Center Agents(CBCC) purpose is to manage delinquent customer portfolio and to recover any overdue monies in line with 4G Capital. They will be liaison between our company and its current and potential customers. He/She will be able to accept ownership for effectively solving customer issues, complaints and inquiries; keeping customer satisfaction at the core of every decision and behaviour.

Roles & Responsibilities

• To manage work queues to ensure all delinquent queues are actioned.
• Capture all call information accurately through system interactions
• Make contact with defaulting customers by calling them with an aim of negotiating a settlement of the arrears
• Monitoring collection accounts allocated on a daily basis and take appropriate actions to ensure that the collection portfolio remains within accepted limits through the application of sound credit judgment within policy guidelines.
• To investigate and resolve any customer queries and complaints through verbal or written correspondence in line with 4G Capital policies.
• To achieve the monthly collection target.
• All communication whether written or oral to be in line with the 4G Capital quality standards.
• To be at work on time in line with your allocated shift.
• To adhere to break schedules as defined in the shift patterns.
• All calls to be recorded and stored as defined in the 4G Capital policy.
• Other ad hoc tasks as defined by the Call Center Manager.
• Identify and escalate deceased or disabled customers to collections management for review or collection termination.
• Work closely with the branches on their bad debt portfolio.

Required Skills for a Commission Based Call Center Agent

• 6 months – 1 year of call center experience preferably in collections
• A diploma/bachelor’s qualification in a business related course
• Computer literacy is mandatory
• Previous call center or collections experience in retail or financial services advantageous
• Fluent in English (written and verbal) and Swahili will have an added advantage.
• High communications & presentation skills
• Ability to handle confidential information
• Organisational skills with attention to detail
• Excellent time management skills and ability to multitask and prioritise work
• Attention to detail and problem-solving skills
• A Strong service ethos is essential
• A can do, proactive, energetic attitude towards your work and people is a must.
• A good self- manager,
• You need to be a strong team player, prepared to get your hands dirty
• A ‘make it happen’, positive, energetic attitude to your day-to-day work
• Enthusiasm to hit the highest standards
• A practical approach to issues and challenges
• A desire to make a difference every day.
• Ability to work independently and as a team to meet deadlines, goals and objectives

Roles & Responsibilities

• Work in pairs with Loans Officers and Collections Officers
• Support and maintain an excellent work environment to achieve branch targets
• Deliver first rate customer service
• Build excellent relationships with customer-partners and opinion leaders in catchment area
• Assist in accurate and timely reporting of Management Information and market feedback to report on customer preferences, trends and market opportunities
• Assist in contacting debtors to receive payment
• Assist in following up on defaulters to recover payments
• Carry out customer education and maintain relationships
• Assist in maintaining exhaustive and accurate Debt Management Forms
• Assist in renegotiating payment schedules or obtaining funds from relatives via responsible relative or other means
• Assist in spoof calling
• Forward defaulter files to HQ collectors on appropriate date

Required Skills for a Sales and Collection Internship

• A good level of general education- Diploma or degree
• Computer literacy
• Education background in sales/Marketing
• Experience in a related field will be an added advantage
• Experience in a financial institution and dealing with customers at the bottom of the pyramid will also be an added advantage
• Ensuring active support in Sales and Business Development
• Enforcement of contract and repayment obligations
• General support to all tasks
• Timely communication to customers and all stakeholders
• Support in Branch Operations
• Information Collection
• Integrity and ability to work in consumer finance.
• High motivation and self-starter attitude.
• Functional problem solver.
• Process discipline and ability to follow SOPs.

Roles & Responsibilities

• Support in maintaining the data integrity and ongoing quality control of the company’s data warehouse and source data spanning operations in multiple countries
• Support in maintaining the company’s dashboards used for day-to-day operations and decision making, including creating new data visualizations and analytical reports
• Use advanced analytical techniques to create automated solutions to connect data sources,extract, transform and structure data to support continuous monitoring of operations, risk and compliance, customer success, finance, and product.
• Identify process gaps and develop solutions to increase adherence to the company’s SOPs
• Support with cross functional stakeholders to evaluate, recommend, and design new data solutions, analytical tools, and processes for improved data collection and aggregation
• Anticipate internal stakeholder needs and identify new business and technology Requirements
• Lead and design deep dive research projects, including support for ad-hoc analytical projects and strategic initiatives
• Train company staff and personnel on how to use and interpret data presented within analytical platforms

Required Skills for a Senior Product Manager

• Bachelor’s Degree (Computer Science, Finance, Economics, or a related field preferred)
• 2-3 years of data analytics, data visualization and data manipulation experience
• 2+ years experience with financial products, product pricing, and portfolio analysis
• 1+ years experience working in the finance and banking sector
• Experience with data visualization tools including Looker, Tableau, Power BI, etc.
• Experience with Python and SQL scripting
• Some experience identifying and structuring metrics, visualizations, and research projects based on business needs, requirements, and goals
• Some experience with data manipulation and data management best practices
• Advanced level of proficiency with Microsoft Excel, including experience with VBA
• Ability to work both independently and as part of large, cross functional teams where competing demands must be carefully prioritized and managed
• Outstanding communication and interpersonal skills, including the ability to tailor presentations, visualisations, and reports to the appropriate audience
• Ability to present information and analysis in a credible, confident, and influential manner