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
Requirements
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