Collections Officer (Contact Center) at TENN Microfinance Bank

TENN Microfinance Bank Limited is a bank mandated to revolutionizebanking for Nigeria's future: seamlessly connecting every Nigerian to innovative, secure, and personalized digital banking experiences.TENN is committed to fostering financial inclusion and enhancing the digital banking experience for all.Our Approach is to assemble a skilled team from diverse backgrounds to craft a secure and dependable online banking platform, employing cutting-edge technology and advanced algorithms.

We are recruiting to fill the position below:

Job Title: Collections Officer (Contact Center)

Location: Surulere, Lagos
Employment Type: Full-time

Job Summary

• The Collection Officer (Contact Center) is responsible for engaging customers with overdue loan payments through outbound calls, SMS, WhatsApp messages, and system-based follow-up.
• The Officer negotiates repayment commitments, monitors customer responses, and ensures accurate documentation while maintaining professionalism.
• Field visits may be carried out only when absolutely necessary and approved, as the role is primarily contact-center based.

Key Responsibilities

• Make outbound calls to customers with overdue or missed payments.
• Send reminders through phone calls, SMS, WhatsApp, and other approved channels.
• Negotiate repayment dates, part-payments, or realistic repayment plans.
• Follow up on repayment commitments until payment is completed.
• Conduct field visits only when necessary for critical or high-risk accounts.
• Escalate difficult, unresponsive, or fraudulent customers to the Recovery Supervisor.
• Maintain accurate call logs and customer interaction records in the loan management system.
• Work closely with the Credit, Business Development, and Legal teams for loan quality control.
• Prepare daily, weekly, and monthly contact center recovery reports.
• Uphold ethical, professional, and customer-friendly recovery standards at all times.

Key Accountabilities
Loan Recovery:

• Achieve set recovery targets for overdue loans.
• Maintain clean, accurate, and updated records for all assigned accounts.

Customer Relations:

• Engage customers professionally while enforcing repayment discipline.
• Educate customers on repayment expectations and financial responsibility.

Reporting and Documentation:

• Submit accurate recovery reports within set timelines.
• Ensure all customer interactions are recorded in the system.

Policy Compliance:

• Follow approved contact center recovery procedures.
• Maintain 100% adherence to ethical collection practices.

Job Requirements

• SSCE, OND, NCE, HND or B.Sc. accepted
• 1 - 2 years experience in loan recovery or contact center (added advantage)
• Excellent communication and negotiation skills
• Ability to work with performance targets
• Good computer literacy (CRM, Excel)
• Reside within proximity to Surulere is an advantage.

Compensation & Benefits

• N100,000 monthly fixed salary
• Up to N100,000 monthly performance bonus
• N20,000 transport allowance
• HMO & Pension
• Coaching & mentorship
• Meal allowance on Saturdays
• Clear growth path
• Total earning potential: N220,000 monthly.

Application Closing Date
Not Specified.

How to Apply
Interested and qualified candidates should:
Click here to apply online