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.