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 day). By offering Solar Power as a Service, Lumos offers homes and small businesses a simple and affordable way to pay for electricity in small installments using their mobile phones
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.

Written by

9jabook

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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 day). By offering Solar Power as a Service, Lumos offers homes and small businesses a simple and affordable way to pay for electricity in small installments using their mobile phones
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

Written by

9jabook

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