Customer Loyalty / Recovery Officer at Lumos

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.

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
• 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, customer repayment scores, and other performance metrics as set by business

Required Qualifications

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

Required Skills

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

Location

Lagos, Nigeria