Customer Loyalty Officer at Lumos

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.