Tele Verification Officer at DAG Industries Nigeria Limited

Purpose of the Role

• The Tele-Verification Officer (‘TVO’) is responsible for validating the accuracy and authenticity of client information and KYC documentation submitted by Credit Officers.
• This verification work is a critical part of the credit evaluation process and directly influences loan approval decisions.
• The role requires precision, strong communication skills, and the ability to handle high volumes of client interactions in a fast-paced environment.

Key Responsibilities
Telephonic Verification of Client Information:

• Conduct outbound phone calls to clients, their family members, village elders, guarantors, employers, references, landlords, and other relevant contacts to verify information provided during the credit application process.
• Confirm key details such as identity information, employment status, daily income/costs/savings verification, address confirmation, and personal references.
• Identify discrepancies, inconsistencies, or red flags that may impact credit decisions.
• Document all verification outcomes clearly and accurately in the verification system or CRM.

Verification of KYC Documents:

• Review all KYC documents submitted by Credit Officers, including identity documents, proof of residence, proof of income, bank/payment statements, and supporting forms.
• Confirm the authenticity and validity of documents through telephonic verification methods and available digital tools.
• Flag any concerns related to potential fraud, document tampering, or incomplete submissions.
• Work closely with Credit Officers to resolve missing information, outstanding documents, or unclear verification notes.

Quality Assurance & Compliance:

• Ensure all verification activities comply with internal credit policies, regulatory standards, and KYC/AML requirements.
• Maintain high levels of accuracy, documentation detail, and record-keeping to support audit and compliance checks.
• Follow structured scripts and standard operating procedures (SOPs) to ensure consistent verification quality.

Reporting & Workflow Management:

• Update verification statuses promptly in the system to ensure timely credit decisions.
• Escalate suspicious cases or potential fraud indicators to the Credit Manager or Risk Team immediately.
• Manage daily verification queues and ensure timely completion of all assigned applications.

Key Performance Indicators (KPIs)
The Tele-Verification Officer will be measured and evaluated against the following critical KPIs:

Productivity KPIs

• Average of 20 client applications verified daily
• Average of 100 client applications verified weekly
• Achievement of daily and weekly verification targets

• Turnaround time per verification case

Quality G Accuracy KPIs

• Accuracy of verification entries (low error and return rates)
• Compliance with KYC, AML, and internal verification standards
• Audit quality scores for verification files
• Low rate of missed red flags or escalations

Behavioral G Operational KPIs

• Professionalism during every call
• Adherence to scripts, procedures, and documentation requirements
• Time management and consistent workflow throughput

Requirements

• High School completion Certificate required; a tertiary qualification in Finance, Risk Management, Business Administration, or related field is advantageous.
• 1 - 2 years of experience in telephonic verification, call centres, KYC processing, credit administration, or similar roles.
• Understanding of KYC processes, fraud detection indicators, and documentation authentication principles.
• Experience in financial services, microfinance, or asset finance will be advantageous.

Competencies:

• Excellent telephone communication and listening skills
• High levels of accuracy, attention to detail, and integrity
• Ability to work under pressure and meet daily/weekly targets
• Strong ethics, integrity, and sound judgment
• Ability to handle high-volume workloads efficiently
• Strong problem-solving and investigative skills
• Ability to work independently
• Ability to identify inconsistencies or fraud indicators
• Proficiency in MS Office, CRM systems, and digital verification platforms
• Strong organisational and time-management skills

Personal Attributes:

• Professional, courteous, and confident phone manner
• Ethical and trustworthy with a strong sense of responsibility
• Calm under pressure and able to work in fast-paced environments
• Self-disciplined with strong follow-through
• Service-oriented with a focus on quality and accuracy.