Job Summary
- Type: full-time
- Location: Gaborone
- Category: Banking & Financial Services
- Closing Date: 2026-07-16
Key Responsibilities
- Make outbound calls to existing and potential customers following approved scripts and guidelines
- Support loan sales by clearly explaining product features, required documents, and next steps
- Conduct follow-ups on leads generated through campaigns, referrals, or database mining
- Execute targeted sales and marketing campaigns as assigned
- Respond to customer questions and provide basic information; escalate complex queries to senior agents
- Capture customer information accurately in CRM systems and support data integrity efforts
- Assist in driving call centre service excellence through consistent, courteous communication
- Identify and immediately escalate suspicious or fraudulent behaviour
- Document all customer interactions in line with set procedures
- Uphold compliance with KYC, AML/CFT guidelines and internal controls
- Conduct on-site visits to residential and business addresses to establish contact with customers
- Support collections and recoveries by engaging customers on overdue accounts and negotiating payment arrangements
- Verify customer details, employment status, income sources, and residency information
- Maintain accurate records of all field tracing activities, customer interactions, and payment agreements
- Provide regular reports and updates to management on tracing activities and delinquency trends
- Ensure compliance with internal policies, data confidentiality regulations, and debt collection laws
- Identify and escalate high-risk accounts or potential fraudulent activities
Requirements
- Bachelor’s degree in Marketing, Business Administration, Economics or similar field (advantageous)
- Call centre or telesales experience is an added advantage
- COP (short term/long term)
- Understanding of customer insights and analytics and product lifecycle management
- Proficiency with digital sales platforms and CRM systems
- Fluent in English and Setswana
- Excellent communication, active listening, and interpersonal skills
- Accurate data entry and attention to detail
- Diploma or degree in a relevant field
- Experience in collections, recoveries or field investigations in financial services is an advantage
- Strong communication and negotiation skills
- Ability to work independently in the field and manage multiple tasks effectively
- Knowledge of local laws and regulations related to debt collection and consumer rights
- Self-motivated with strong analytical and interpersonal skills
How to Apply
Frequently Asked Questions
What are the typical qualifications and certifications needed for a Digital Customer Agent & Field Tracing Consultant role in Botswana?
Candidates typically need a diploma or degree in business, finance, IT, or a related field, coupled with strong digital literacy and problem-solving skills. For the field tracing aspect, a valid Class B driving license and a good understanding of local geography are often essential.
Can you describe the common day-to-day responsibilities for this hybrid role?
This role typically involves a split between managing customer inquiries via digital channels like chat, email, and phone, and conducting field visits to trace and engage customers. You will be responsible for resolving digital queries efficiently while also performing outdoor verification or follow-up tasks across various locations.
What is the work culture and what are the expectations for employees in a financial services role like this in Botswana?
The work culture in Botswana's financial services emphasizes professionalism, strong work ethic, and adherence to regulatory compliance. Punctuality, respect for colleagues and customers, and effective communication are highly valued, especially given the dual nature of digital and field interactions.
What are the realistic career progression opportunities for a Digital Customer Agent & Field Tracing Consultant in Botswana?
Successful performance in this role can lead to advancement into senior customer service roles, team leadership, or specialization within credit management or digital operations. Continuous skill development and a strong understanding of financial products are key for upward mobility within the sector.
What typical benefits can a job seeker expect for a full-time position like this in Botswana?
Full-time positions in the financial sector in Botswana commonly include benefits such as medical aid, pension fund contributions, and annual leave. Depending on the employer and the field component, a transport allowance or company vehicle might also be provided.