Hiring Now | Call Centre Agents | Unifi | Nairobi, Kenya | Permanent Position Available

Unifi — boldly different, fiercely human, proudly African — is redefining credit across the continent with simple, fast personal loans delivered through online, mobile, and branch channels. As one of the fastest-growing lenders in Africa, with a presence in Kenya, Zambia, Uganda, South Africa, and Tanzania, Unifi combines exceptional client service with best-in-class technology and data analytics. The company is now recruiting permanent Call Centre Agents to join its Nairobi team — serving as the voice of Unifi, handling inbound and outbound calls, processing loan applications, resolving queries, managing accounts, and living the Unifi values in every interaction. If you hold a relevant degree, have at least 1 year of customer-facing experience, and are driven by the desire to help people with warmth, clarity, and urgency, Unifi wants to hear from you.

Don’t miss this opportunity — vacancies are filling fast. Apply before 30 September 2026.

Call Centre Agent Job Overview

Detail	Information
Job Title	Call Centre Agent
Company	Unifi
Industry	Financial Services / Credit / Fintech
Functional Area	Customer Service / Call Centre
Job Type	Permanent
Salary	Basic salary with monthly performance incentives
Location	Nairobi, Kenya
Minimum Experience	Entry Level (1 Year Customer-Facing Experience)
Closing Date	30 September 2026
Application Status	Open – Accepting Applications Now

About the Role

The Call Centre Agent at Unifi reports to the Team Leader and operates as the voice and first point of contact for every client the company serves. In this role, you will handle inbound and outbound calls with warmth and confidence, process loan applications and assess affordability, resolve complaints with empathy and urgency, contact clients regarding outstanding accounts and find repayment solutions that work, monitor repayment schedules, maintain accurate client records, and respond consistently across calls and written channels — every time, to the same standard.

This is a client-first, values-driven role for someone who brings a genuine “let’s get it done” attitude to every interaction — who is calm under pressure, organised in managing their workload, comfortable with financial and credit concepts, and deeply motivated by the impact they make on real people’s lives through the quality of every call they handle. At Unifi, the Call Centre Agent is not a script-reader — they are the reason clients stay.

Please note: A degree in Banking, Finance, Business, or a related field is a stated requirement for this role. Candidates who do not hold a relevant tertiary qualification are unlikely to meet the minimum criteria.

Key Responsibilities of a Call Centre Agent

Inbound & Outbound Call Handling

• Handle all inbound and outbound calls with warmth, clarity, and confidence — ensuring every client receives a consistently high standard of service regardless of the nature or complexity of their query.
• Process loan applications and assess affordability accurately, ensuring that every client fully understands what they are signing up for before any commitment is made.
• Respond promptly to clients across both calls and written channels, maintaining the same standard of care and accuracy in every interaction.
• Live the Unifi values in every client engagement — treating people with dignity, communicating with clarity, and doing what you say you will do, every single time.

Query Resolution & Complaint Management

• Resolve client queries with empathy and urgency, taking personal ownership of the problem until it is fully and satisfactorily resolved.
• Handle complaints with empathy, dignity, and urgency, ensuring that every client who raises a concern leaves the interaction feeling heard, respected, and genuinely helped.
• Take full responsibility for complaints from the moment they are raised, escalating only where necessary and following through on commitments made to the client.

Account Management & Repayment Monitoring

• Contact clients of outstanding accounts, engaging constructively and sensitively to help find repayment solutions that work for the client while protecting the integrity of the account.
• Monitor repayment schedules consistently and follow up with clients proactively to keep accounts on track and prevent unnecessary deterioration.
• Maintain accurate, up-to-date client records in Unifi’s systems at all times, ensuring that all account information, interaction notes, and commitment records are current and reliable.

Values-Based Client Engagement

• Embody the Unifi values in every client interaction — warmth, clarity, dignity, and follow-through — whether handling a routine loan application or a complex complaint.
• Bring a client-first mindset to every touchpoint, treating every person who calls as the most important client of the day, regardless of the volume or pressure of the shift.
• Uphold a consistent service standard across all channels — calls, messages, and written correspondence — contributing to Unifi’s reputation as a lender that genuinely cares about the people it serves.

Minimum Requirements – Call Centre Agent

Educational Qualifications:

• Degree in Banking, Finance, Business, or a related field (required)

Experience:

• Minimum 1 year of experience in a customer-facing, sales, or retail role (essential)

Knowledge Requirements:

• Comfortable with basic financial and credit concepts, including loan processing, affordability assessment, and repayment management

Skills & Competencies:

• Strong written and spoken communication skills in English — able to engage clients clearly and professionally across all interaction channels
• Client-first mindset — genuine desire to help people with care, urgency, and dignity in every interaction
• Calm, patient, and practical when things get busy — a consistent “let’s get it done” attitude under pressure
• Target-driven and hungry to grow — holds themselves to a higher standard and actively pursues individual and team performance goals
• Self-organised and reliable — able to manage their own workload, prioritise effectively, and deliver consistent output without constant supervision
• Comfortable following set processes and systems accurately, recognising that consistency and compliance protect both the client and the business

Personal Attributes:

• Genuinely people-focused, empathetic, and motivated by making a positive difference in clients’ lives
• Honest, accountable, and professionally committed to doing what they say they will do
• Resilient and energised by the pace and purpose of a fast-growing fintech lending environment

Core Values We Look For in a Call Centre Agent

Warmth, Clarity & Human Connection

Unifi is fiercely human — and that humanity shows up most powerfully in the voice of the Call Centre Agent. We look for individuals who bring genuine warmth to every call, who communicate with clarity that leaves no client confused about what they signed up for or what happens next, and who understand that the quality of a single interaction can determine whether a client stays with Unifi, recommends Unifi, or walks away. Every call is a relationship moment, not a transaction.

Empathy & Ownership in Complaint Resolution

Clients who call with a complaint are often stressed, frustrated, or anxious about their financial situation. We value agents who receive that with empathy rather than defensiveness, who take genuine ownership of the problem without deflecting, who communicate clearly about what they are doing to fix it, and who do not consider the complaint closed until the client’s experience has been genuinely restored. Dignity in every interaction is not optional at Unifi — it is the standard.

Financial Responsibility & Affordability Integrity

Processing a loan application is not a mechanical task — it is an act of responsibility. We value Call Centre Agents who take the affordability assessment seriously, who ensure clients understand the commitment they are making, who never prioritise a conversion over the client’s genuine financial wellbeing, and who understand that Unifi’s long-term growth depends on lending responsibly to people who can genuinely be served well.

Performance Drive & Personal Accountability

Unifi is one of Africa’s fastest-growing lenders — and it grows because the people within it hold themselves to a higher standard. We value agents who are target-driven not for the incentive alone, but because they take personal pride in their performance, who push themselves to improve every week, who monitor their own metrics before a Team Leader has to, and who bring the same hungry, disciplined effort to the start of every shift regardless of how the previous one went.

Consistency & Process Discipline

In a regulated credit environment, consistency protects the client and the business. We value Call Centre Agents who follow set processes accurately every time — who maintain client records with meticulous care, who apply the same standard to the hundredth call as the first, and who understand that the operational reliability of a fast-growing fintech depends on every team member being someone their Team Leader and their clients can count on completely.

Career Growth Opportunities in Financial Services & Credit Operations

Joining Unifi as a Call Centre Agent in Nairobi places you at the entry point of a fast-growing African fintech lender with clear pathways for advancement for high-performing, ambitious individuals. The progression pathway within Unifi is achievable:

• Call Centre Agent → Senior Call Centre Agent / Team Mentor
• Senior Call Centre Agent / Team Mentor → Team Leader
• Team Leader → Operations Supervisor / Training Coordinator
• Operations Supervisor / Training Coordinator → Contact Centre Manager / Regional Operations Manager

Your career path is in your hands.

Frequently Asked Questions – Call Centre Agent Jobs

Is a degree genuinely required for this role? Yes. A degree in Banking, Finance, Business, or a related field is listed as a stated requirement — not a preference. This reflects Unifi’s expectation that Call Centre Agents understand basic financial and credit concepts, assess affordability accurately, and represent the brand with the professional credibility that a lending environment demands. Candidates without a relevant tertiary qualification are unlikely to be shortlisted.

What kind of customer-facing experience is required? A minimum of 1 year of experience in a customer-facing, sales, or retail role is required. This does not need to be in financial services — candidates from retail, hospitality, insurance sales, or any environment involving consistent, high-volume client interaction will be considered. What matters is demonstrated ability to engage customers with care, manage complaints constructively, and operate reliably within a structured service environment.

Will I be handling financial and credit information? Yes. The Call Centre Agent processes loan applications, assesses client affordability, contacts clients about outstanding accounts, and discusses repayment schedules and solutions. Candidates should be comfortable engaging with basic financial concepts and communicating credit-related information clearly and responsibly to clients. Unifi will provide product and process training during onboarding, but a foundational comfort with financial concepts is expected from day one.

What does the performance incentive structure look like? Unifi offers a basic salary supplemented by monthly performance incentives. The specific incentive structure and performance metrics will be communicated during the offer stage. The role is described as target-driven, and the incentive component is a meaningful part of the overall compensation package for agents who consistently meet and exceed their performance benchmarks.

Is this a purely inbound role or does it involve outbound calling? Both. The Call Centre Agent handles inbound and outbound calls — responding to client queries and complaints as they come in, while also proactively contacting clients regarding outstanding accounts and monitoring repayment schedules through outbound follow-up calls. Candidates should be comfortable with both reactive and proactive calling, and should understand that outbound account management is as important to the role as inbound client service.

What is the closing date and how do I apply? The closing date for applications is 30 September 2026. Ensure your CV clearly reflects your relevant degree, 1 year of customer-facing experience, and any financial services, credit, or fintech background. If you are not contacted within a reasonable period after the closing date, please consider your application unsuccessful.

How to Apply for This Call Centre Agent Job

Ready to become the voice of Unifi and make a real difference in clients’ lives across Kenya? Applications are open now. Submit your application via Unifi’s careers portal or through the advertised channel before the closing date.

👉 Apply Online via Unifi Careers Portal

Closing Date: 30 September 2026. Applications received after this date will not be considered.

A degree in Banking, Finance, Business, or a related field is a stated requirement. Applications from candidates who do not hold a relevant tertiary qualification may not be considered.

If you are not contacted within a reasonable period after the closing date, please consider your application unsuccessful.

Apply early — this vacancy closes on 30 September 2026.

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