• Application Deadline: Thu, 12 May 2022 00:00:00 GMT
• Position: Customer Loyalty Officer


• Job Type Full Time


• Qualification BA/BSc/HND


• Experience 2 years


• Location Lagos


• Job Field Finance / Accounting / Audit 

Responsibilities

• Analysing Community portfolio and repayment trends and laying down daily, weekly, monthly strategies to drive better collection rates from delinquent customers.


• Instantly resolving payment issues on the field or escalating to the relevant stakeholders.


• Track repayments and provide a weekly update to Line manager on-field interventions performed and results achieved, along with customer insights.


• Piloting and operationalizing collection processes necessary for ensuring better repayments and customer satisfaction.


• Working with Territory Sales Managers and LCPs to repossess products from delinquent customers on cases where direct intervention is required.


• Daily follow ups with TSMs and LCPs on customer repayment.


• Reporting any cases of product tampering observed in the field through the process and mechanism established by the Risk team.


• Training Agents (LCP/Ds) on dealing with repossessions and difficult customer collection issues.


• Identify Coralpay and Interswitch agents for easy repayment in assigned Communities.

Key Result Areas:

• Intervening in the field wherever the collection scores is at a low.


• Updating teritorial / regional leadership on collection exposures, weekly through follow-up repayment.

Educational Qualifications & Functional / Technical Skills

• Bachelor's Degree / Higher Diploma related to Finance, Community Development, Communication, Credit Risk Management or related fields.


• At least 2 years of work experience in a similar position with field experience and working with rural customers.


• Passionate about working in the field to drive collections, resolving issues and enhancing the customer experience.


• Strong experience from Microfinance / banking underground on Credit Collections is an added advantage.


• Customer service or process management experience


• Understanding of the principles of CRM and Customer Management.


• Understanding of the principles of Business Intelligence and Reporting


• Good interpersonal and relationship building skills.