In March 2026, SimplePay Capital Limited, a prominent player in Tanzania’s burgeoning microfinance and credit sector, announced a strategic opening for the position of Call Centre Agent in Dar es Salaam. This role is central to the company’s financial health, specifically focusing on the critical area of collections and debt recovery.
Operating in a competitive lending environment, SimplePay Capital provides essential liquidity to individuals and small businesses. However, the sustainability of any lending institution relies on the successful recovery of funds. The Call Centre Agent is the front-line professional tasked with maintaining this balance—ensuring that loans are repaid while preserving the dignity and long-term relationship of the customer.
1. Position Overview: The Collections Professional
The Call Centre Agent at SimplePay Capital is not a traditional “customer service” representative. While customer care is a component, the primary focus is Portfolio Management and Risk Mitigation. This is an entry-level role offered on a Fixed Contract, making it an ideal stepping stone for graduates in business or finance who wish to understand the mechanics of credit risk.
| Feature | Details |
| Organization | SimplePay Capital Limited |
| Location | Dar es Salaam, Tanzania |
| Job Level | Entry Level |
| Contract Type | Fixed Contract |
| Positions Available | 2 |
| Application Deadline | 31st March 2026 |
2. Core Objectives: The “PAR < 2%” Mandate
The success of a Call Centre Agent at SimplePay is measured by one primary metric: Portfolio at Risk (PAR). In the microfinance industry, PAR represents the percentage of the total loan portfolio that is overdue by a specific number of days.
SimplePay has set a rigorous target for this role: Reduce and maintain PAR below 2%.
Why 2% Matters
In global banking standards, a PAR below 5% is generally considered healthy for micro-lending. By aiming for under 2%, SimplePay is signaling a commitment to extreme operational efficiency and high-quality credit control. The Call Centre Agent is the primary driver of this goal through daily, persistent follow-ups.
3. Key Responsibilities: The Daily Operations
The duties of a Call Centre Agent are structured to ensure that no overdue account goes ignored. The role requires a blend of negotiation, psychology, and meticulous data entry.
A. Portfolio Follow-Up and Negotiation
- Daily Engagement: Managing an assigned list of overdue accounts. This involves making a high volume of outbound calls to remind customers of their obligations.
- Repayment Plans (PTPs): Negotiating Promises to Pay (PTPs). If a customer cannot pay the full amount immediately, the agent must structure a realistic, time-bound repayment plan.
- Negotiation: Using persuasion to ensure the customer prioritizes their SimplePay loan over other competing expenses.
B. Customer Education and Conflict Resolution
- Financial Literacy: Educating customers on the long-term benefits of a good credit history and the negative consequences of default, such as being blacklisted at the Credit Reference Bureau (CRB).
- Complaint Handling: Addressing misunderstandings regarding interest rates, late fees, or repayment schedules with professionalism and clarity.
C. Risk and Fraud Identification
- Escalation: Identifying red flags that suggest a customer has no intention of paying or may have provided fraudulent information during the application process.
- Collaboration: Working closely with Branch Teams and Field Recovery Officers to coordinate physical visits or asset repossessions if phone-based negotiations fail.
4. Qualifications & Competencies: What SimplePay Seeks
SimplePay is looking for individuals who can handle the “high-pressure” nature of debt collection while maintaining an “Equal Opportunity” culture of professionalism.
- Academic Background: A Diploma or Bachelor’s Degree in Business, Finance, or a related field.
- Professional Experience: Previous experience in collections, call centers, or customer service is mandatory. SimplePay values candidates who have already developed the “thick skin” required for difficult conversations.
- Language Skills: Full fluency in Swahili and English. This is critical as the agent must be able to switch between the two languages to accommodate a diverse customer base in Dar es Salaam.
- Technical Skills: Basic computer literacy is required to record “dispositions”—notes on the outcome of each call—within the company’s internal systems.
5. Key Competencies for Success in Collections
To maintain PAR below 2%, an agent must master the following:
- Persuasion & Negotiation: The ability to turn a “No” into a “How much can you pay today?”
- Attention to Detail: Ensuring that every PTP is recorded accurately so that the system can trigger a follow-up if the promise is broken.
- Accountability: Being results-driven and taking personal “ownership” of the assigned portfolio’s performance.
6. Application Protocol: How to Apply
SimplePay Capital has a specific internal process for applications.
- Email Address: info.tz@simplepay.capital
- Required Documents: An updated CV and a targeted Application Letter.
- Subject Line: You MUST use the subject line: “Job Application – Call Center Agent”.
- Deadline: 31st March 2026.
⚠️ A Critical Warning on Employment Scams: As emphasized by the “Fursa” platform, SimplePay Capital is a legitimate financial institution. They will never ask you for money to secure a job or an interview. If anyone asks for “processing fees” or “commitment fees,” it is a scam.
7. Strategic Advice for Shortlisted Candidates
If you are called for an interview at SimplePay, be prepared for “Role-Play” scenarios:
- The “Difficult Customer”: The interviewer may act as a customer who refuses to pay or becomes angry. Demonstrate your ability to stay calm, remain firm on the company’s policy, and steer the conversation back to a repayment solution.
- Data Driven Answers: If asked about your previous experience, use numbers. For example: “In my last role, I managed a portfolio of 200 accounts and maintained a 95% collection rate.”
- Knowledge of the Product: Briefly research SimplePay’s loan products before the interview so you can speak intelligently about their offerings.
8. Summary Table: At a Glance
| Category | Requirement |
| Primary Goal | Maintain PAR < 2% |
| Education | Diploma / Degree (Business/Finance) |
| Experience | Collections or Customer Service |
| Languages | Swahili & English |
| Location | Dar es Salaam |
| Application Deadline | March 31, 2026 |
9. Conclusion: A Career in Financial Integrity
The Call Centre Agent position at SimplePay Capital Limited is a high-stakes role that sits at the intersection of finance and human psychology. In the context of Tanzania’s 2026 economy, professionals who can effectively manage credit risk are in high demand. By successfully reducing the Portfolio at Risk, you aren’t just collecting money; you are ensuring that the company remains liquid enough to provide life-changing loans to the next group of entrepreneurs and individuals.