Company: TalentAris
Engagement: TalentAris is hiring on behalf of its client
Location: Westlands, Nairobi
Job Type: Full-Time

About the role

TalentAris is hiring Debt Collection Agents on behalf of its clients. The successful candidates will be responsible for contacting customers with overdue accounts, negotiating repayment arrangements, following up on payment commitments, updating customer records, and supporting the recovery of outstanding balances in a professional, ethical, and target-driven manner.

This role requires confident communicators with strong negotiation skills, emotional intelligence, discipline, resilience, and the ability to handle difficult customer conversations professionally.

Ideal candidate Profile

The ideal candidate is confident, disciplined, persuasive, and emotionally intelligent. They should be able to engage customers professionally, negotiate repayment commitments, follow up consistently, and work towards collection targets without compromising ethical standards.

They should also be resilient, organized, accountable, and comfortable working in a fast-paced environment where performance, accuracy, and professionalism are highly valued.

• Contact customers with overdue accounts through outbound calls, SMS, email, or other approved communication channels.
• Inform customers of outstanding balances and explain repayment options clearly and professionally.
• Negotiate realistic repayment plans and secure quality Promise-to-Pay arrangements.
• Follow up on Promise-to-Pay commitments and ensure timely repayment.
• Update customer account records accurately after every interaction.
• Trace and follow up with customers where contact information requires verification or further engagement.
• Handle customer concerns, disputes, and objections professionally.
• Escalate complex, disputed, or sensitive accounts to the relevant supervisor or department.
• Meet daily, weekly, and monthly collection targets.
• Maintain high levels of call productivity, attendance, discipline, and professionalism.
• Comply with company policies, client requirements, debt collection procedures, data protection standards, and ethical collection practices.
• Participate in training, coaching, and performance review sessions.
• Maintain confidentiality of customer and client information at all times.

• At least 1 year of experience in debt collection, call center, customer service, sales, credit control, or a related role.
• Excellent verbal communication and active listening skills.
• Strong negotiation, persuasion, and objection-handling skills.
• Ability to remain calm, firm, and professional during difficult conversations.
• Strong problem-solving and interpersonal skills.
• Ability to work in a target-driven and high-pressure environment.
• Basic computer skills, including MS Office.
• Experience using CRM systems, dialers, loan management systems, or collection systems will be an added advantage.
• High level of integrity, confidentiality, and professionalism.
• Strong emotional intelligence and resilience.
• Good record-keeping and data entry accuracy.
• BPO or call center experience will be an added advantage.

• Debt collection and recovery skills
• Objection handling
• Call handling and phone etiquette
• Resilience and confidence
• Problem-solving
• Negotiation and persuasion
• Customer engagement
• Target orientation
• Professional communication
• Accountability and discipline
• Promise-to-Pay management
• Active listening
• Emotional intelligence
• Data accuracy and CRM updates
• Confidentiality and ethical conduct

Interested candidates should send their CV to: [email protected]

Email subject line: Application - Debt Collection Agent