Customer Loyalty / Recovery Officer at Lumos

Responsibilities


Analyze 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, performances and results achieved, along with customer insights.
Pilot and operationalize collection processes necessary for ensuring better repayments and customer satisfaction.
Working with Territory Managers and LCPs to reclaim products from delinquent customers on cases where direct intervention is required.
Daily follow ups with Territory Managers and LCPs on customer repayment.
Report any cases of product interference, observed in the field through the process and mechanism established by the Risk team.
Train Agents (LCP/Ds) on dealing with difficult customer and reclamations issues.
Identify Coralpay and Interswitch agents for easy repayment in assigned Communities.


Key Result Areas


Intervene in the field wherever the collection scores are at a lower level.
Update territorial / regional leaders on collection exposures, weekly through follow-up repayment.


Educational Qualifications & Functional / Technical Skills


Bachelor's Degree / Higher Diploma in 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, resolve issues and enhance customers' experience.
Strong experience in Microfinance/Banking sector 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.