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  • Posted: May 10, 2022
    Deadline: May 12, 2022
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  • Lumos offers clean and affordable solar power to a market of 1.3 billion potential customers who live off the electricity grid.Lumos enables people to replace hazardous and expensive kerosene generators and lanterns with modern solar electricity that can power lights, cellphones, fans, computers, TVs and other small electronic devices (all at once, every ...
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    Customer Loyalty Officer

    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.

    Method of Application

    Interested and qualified candidates should send their CV to: financecareers@lumos.com.ng using the Job Title as the subject of the mail.

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