Customer Loyalty / Recovery Officer at Lumos

Job Summary

We are seeking a proactive Customer Loyalty & Recovery Officer to drive customer retention performance in assigned regions, monitor repayment trends, and develop strategies to improve collection rates while maintaining excellent customer experience. The ideal candidate will have strong experience in debt recovery and customer relationship management.

Key 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 processes
• Handle retrieval and manage difficult customer collections through established processes
• Track repayments and provide updates to Line Manager on field interventions and customer insights
• Quickly resolve customer concerns or complaints to ensure satisfaction and improve collection rates in low-performing LGAs, or escalate to relevant stakeholders
• Implement strategies to retain customers by communicating new offers, product updates, and 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, customer repayment scores, and other performance metrics as set by the business

Required Qualifications

• HND or B.Sc in any field
• Minimum 3 years of experience as a Retention or Recovery agent
• Experience in account management or sales roles focused on customer retention
• Strong sales background with proven ability to retain and grow client relationships

Required Skills

• High proficiency in customer relationship management (CRM) software
• Excellent interpersonal and communication skills (written and verbal)
• Strong problem-solving abilities