• Application Deadline:
• Position: Collections Officer (Hausa Speaking)



• Job Type Full Time



• Qualification BA/BSc/HND



• Experience 2 years



• Location Lagos




• Job Field Sales / Marketing / Retail / Business Development 
  
  

Job Description

• You will manage new customer performance; early-stage calling, bad debt monitoring of campaigns improving cash collected, identification of better customer KYC and onboarding processes, and managing risk around early fraud detection, cancellations, and suspension processes.


• You will report to the Senior Lead Collections.

Responsibilities

• You will be involved in actively dialling through the new customer's performance leads aged less than 30 days to understand their reason for late payments or no payments.


• You will offer solutions for customer concerns and issues raised to achieve the first-call resolution


• You are to negotiate with the customer on ways to get back on track with their payments.


• You will maintain a tracker of customer conversations by updating the history logs on Freshdesk and other relevant database applications.


• You will contact customers who've expressed interest to return their full kits and upgraded MKOPA products to understand their reason for return, and record the status of returned items.


• You will educate the customer on the device return policy, advising on money eligible for refund and if no money refundable advice on why that is so.


• You will initiate the downgrade/cancellation process on M-KOPA net to ensure that the cancelled and refund process is completed.


• You will help dial through customers whose accounts are suspended and partnering with different departments to ensure the issues are resolved for customers to resume loan repayment.


• Reporting - You will send a summary analysis of calls done daily on observations made and from time to time with recommendations.

Qualifications

• Candidates should possess a B.Sc Degree in Business Management, Administration, Accounting, and related fields.


• Minimum of 2 years' experience in a similar role.


• Must be able to communicate in Hausa language.


• Excellent attention to detail and thoughtful thinking skills


• Ability to take initiatives


• Call center industry experience.


• Excellent communication skills.


• Excellent persuasion and convincing skills, result-oriented and self-driven.


• Exceptional work ethic and integrity.