Contact Center Agent at FINCA Zambia

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.

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