Customer Loyalty / Recovery Officer at Lumos

Job Summary

• We are seeking a proactive Customer Loyalty & Recovery Officer to drive customer retention performance in assigned region, monitor repayment trends and develop means to improve collection rates whilst maintaining excellent customer experience.
• The ideal candidate must have strong experience in debt recovery and good customer relationship management.

Responsibilities

• Analyze community portfolio and repayment trends to develop daily, weekly, and monthly collection strategies
• Conduct daily follow-ups with PDMs and partners to monitor and improve customer repayments.
• Work closely with finance, data and customer service teams to optimize collection.
• Handle retrieval and manage difficult customer collection through established processes.
• Track repayments and provide updates to Line Manager on field interventions and customer insights.
• Quickly resolve customers’ concerns or complaints to ensure satisfaction towards improving collection rates in low-performing LGAs or escalate to relevant stakeholders.
• Implement strategies to retain customers by communicating new offers, product updates or benefits.
• Champion collection processes to enhance customer satisfaction while ensuring timely repayments.
• Prepare and present regular reports on retention, repayment efforts, customer feedback and success rates to Line Manager
• Achieve retention targets, customers repayment scores, and other performance metrics as set by business.

Requirements

• HND or B. Sc in any field
• Strong sales background with a proven ability to retain and grow client relationships.
• Minimum of 3 years of experience as a Retention or Recovery agent.
• Experience in account management or sales roles focused on customer retention
• High proficiency in customer relationship management (CRM) software.
• Excellent interpersonal and communication skills (both written and verbal).
• Strong problem-solving, conflict resolution, and analytical abilities.
• Excellent problem-solving and negotiation abilities
• Adaptability and ability to handle diverse customer personalities and needs