Qualifications

• University degree in Business Administration, Finance, Accounts, or a related field

• 3 years of work experience

• Customer service experience will be an added advantage

• Proficiency in MS Excel

Core Responsibilities

• Respond promptly and accurately to customer loan queries in line with agreed SLAs.

• Follow up with customers to ensure timely resolution of technical issues.

• Automate frequently asked loan-related queries to improve efficiency and service delivery.

• Analyze weekly trends in loan-related queries and complaints; recommend process improvements.

• Conduct quarterly reviews of loan operational processes and suggest enhancements.

• Facilitate refresher training at customer touch points to ensure quality service and accurate resolution.

• Periodically review loan product codification for improved query tracking and resolution.

• Identify and report product issues by simulating scenarios and user experiences.

• Assess customer needs and share insights with product teams for continuous product improvement.

• Foster positive working relationships with internal teams and external stakeholders.

• Ensure high levels of customer satisfaction to positively impact Net Promoter Score (NPS).

• Maintain up-to-date knowledge of all loan products and eligibility criteria.

• Handle customer calls related to loan queries and contribute to service improvement.

Core Competencies

• Excellent communication and interpersonal skills

• Eager to find flaws in a process for improvements

• Ability to work in a goal-oriented environment

• Problem-solving and customer satisfaction orientation

• A team player, able to work well in multicultural environments

• Able to build relationships quickly

If this description corresponds to you, grow with us by applying before June 23, 2025.