VisionFund Tanzania Microfinance Bank Ltd (VFT MFB) formerly known as SEDA is a fast growing and reputable Micro Finance Bank (MFB), has a loan book of more than TZs. 44 billion and more than 60,000 customer base, more that 5,000 of them being small holder farmers. VFT-MFB is seeking to employ a dynamic and committed Tanzanian young men & women who have passion for people\u2019s economic development to fill in the vacant position detailed here below;
\nWork Reference No. 32\/25\u00a0\u00a0
\nPosition: \u2013\u00a0Call Center Agent
\nReporting to: \u2013\u00a0Call Center Supervisor
\nJob Purpose\u00a0
\nCall Center Agent serves as the primary point of contact for customers, providing effective and efficient customer service and support. Call center agent is responsible to addressing inquiries related to customer accounts, loans, digital banking platforms, resolving issues, providing feedback to customers and enhancing customer satisfaction by focusing on ensuring a positive customer experience, improving business operations and driving revenue while ensuring compliance with bank policies and financial regulations.
\nFinancial software
\nGovernment Job Portal<\/p>\n
Job Posting Service<\/p>\n
Responsibility: \u2013<\/p>\n
Handling Customer Inquiries<\/p>\n
Respond to inbound customer calls, address inquiries, and provide accurate information on products, services, and policies.
\nRecord all inbound & outbound call regarding customer interactions, complaints, and feedback in the call center system and ensure timely follow-up or referral to the responsible department.<\/p>\n
Problem Solving & Customer Complaints Resolutions<\/p>\n
Identify customer issues, provide appropriate solutions, and offer technical support where applicable.
\nEscalate unresolved issues to the relevant branch or business center and ensure customers receive feedback on their cases.<\/p>\n
Promotion of Products and Services (Tele-Selling)<\/p>\n
Answer questions, persuade potential customers, and meet set sales targets while maintaining quality standards.
\nFollow Sales scripts and Bank Communication Guidelines.<\/p>\n
Reconciliation<\/p>\n
Match payments from the NLS system with the suspense account, verify client payment details, and correct discrepancies.
\nConfirm and log accurate transaction information using T24\u2013VisionFund`s systems.<\/p>\n
Loan Recovery<\/p>\n
Make follow-up calls to clients with overdue payments, verify reasons for non-payment, and agree on repayment timelines.
\nIdentify possible fraud cases and prepare daily recovery reports for management.<\/p>\n
Conducting Quarterly Surveys<\/p>\n
Conduct surveys to evaluate client satisfaction and measure the social and financial impact of VFT\u2019s services.
\nFocus on exited clients with good repayment histories to gather feedback for product and service improvement (Customer Satisfaction Survey).
\nCollect and analyze data on how VFT services have influenced clients\u2019 livelihoods and families (Impact Surveys).<\/p>\n
Core Competencies Required:<\/p>\n
Excellent\u00a0customer service\u00a0and\u00a0customer experience\u00a0management skills.
\nStrong\u00a0communication\u00a0and\u00a0sales abilities\u00a0suited to diverse customer backgrounds.
\nProficiency in\u00a0Microsoft Office\u00a0and call Center software tools.
\nSmart, neat, and presentable\u00a0appearance with a professional attitude.
\nAbility to\u00a0multitask\u00a0and manage time effectively in a fast-paced environment.
\nStrong\u00a0interpersonal skills\u00a0to facilitate clear communication between customers, staff, and other departments.<\/p>\n
Qualifications:\u00a0<\/p>\n
Bachelor\u2019s degree or diploma in equivalent experience in business, finance, Customer Care or related field preferred.
\nPrevious experience in a banking or call Center environment is an advantage.
\nStrong communication, problem-solving, and multitasking skills.
\nKnowledge of commercial or microfinance banking products and digital banking systems.
\nProficiency in CRM and call Center softwares.<\/p>\n
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\nAbout our working environment & organization culture:
\nVisionFund Tanzania Microfinance Bank has a calm and harmonious working environment where staffs are highly valued. Good work is recognized and rewarded accordingly and there is an opportunity to grow professionally and spiritually.
\nVisionFund Tanzania Microfinance Bank takes our Safeguarding responsibilities seriously and is committed to providing an environment that is safe from harm or abuse for adults, including clients, as well as children.
\nCandidates will undergo criminal record and background\/ reference check prior to employment.
\nFemale applicants are particularly encouraged to apply!!
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