Agent (Customer Service)

About Unifi

Boldly different. Fiercely human. Proudly African. 

Unifi is redefining credit in Africa with simple, fast personal loans delivered through online, mobile and branch channels.  We make life easy for our clients across Zambia, Kenya, Uganda, South Africa and Tanzania. Unifi has conviction in the African continent and its people, and our products enable our clients to achieve even more.  As one of the fastest-growing lenders in Africa, we combine exceptional client service with the very best tech and data analytics. 

Purpose of the role

The Call Centre Agent reports to the Team Leader. As the voice of Unifi, you are the first person our clients speak to and the reason they stay. You handle inbound and outbound calls, process loans, resolve complaints, and manage accounts with warmth, clarity, and a drive to get it right every time. 

Responsibilities 

• Handle inbound and outbound calls with warmth, clarity, and confidence
• Process loan applications and assess affordability, making sure every client knows exactly what they’re signing up for
• Resolve queries with empathy and urgency and own the problem until it’s fixed
• Handle complaints with empathy, resolving them with urgency and dignity
• Contact clients of outstanding accounts and help find repayment solutions that work
• Monitor repayment schedules and follow up consistently to keep accounts on track
• Maintain accurate, up-to-date client records in our systems
• Responding promptly to client and with the same standard every time across calls and written channels
• Live the Unifi values in every interaction by treating people with dignity, communicating clearly and doing what you say you will do

• Matric qualification required; a qualification in Banking, Finance, Business, or a related field is advantageous.
• At least 1 year of experience in a customer-facing, sales, retail
• Comfortable with basic financial and credit concepts 
• Strong written and spoken communication skills in English
• A client-first mindset. You help people with care, urgency, and dignity
• Calm, patient, and practical when things get busy with a "let's get it done" attitude 
• Target-driven and hungry to grow.  You hold yourself to a higher standard 
• Self-organised, reliable, and able to manage your own workload 
• Comfortable following set processes and systems accurately

Remuneration 

• Basic salary with great monthly performance incentives