Collections Officer at M-KOPA Nigeria

The scale and impact of our work is massive. M-KOPA is a fast-growing FinTech company offering millions of underbanked customers across Africa access to life-enhancing products and services. From our roots as the pioneer in pay-as-you-go “PayGo’” solar energy for off grid homes, we have grown into one of the most advanced connected asset financing platforms in the world, empowering a broad range of customers to achieve progress in their lives.

We are recruiting to fill the position below:

Job Title: Collections Officer

Location: Lagos
Job Type: Full-time (On-site)
Department: Services – Credit

Responsibilities

• Actively dialing through the new customer's performance leads aged less than 30 days to understand their reason for late payments or no payments. 
• Offer solutions for customer concerns and issues raised to achieve the first-call resolution
• Negotiate with the customer on ways to get back on track with their payments.  
• Update and maintain a tracker of customer conversations by updating the history logs on Freshdesk and other relevant database applications. 
•  Contacting customers who’ve expressed interest to return their full kits and upgraded MKOPA products to understand their reason for return, and record the status of returned items.  
• Educate the customer on the device return policy, advising on money eligible for refund and if no money refundable advice on why that is so.  
• Initiate the downgrade/cancellation process on M-KOPAnet to ensure that the canceled and refund process is completed. 
• Dialing through customers whose accounts are suspended and liaising with different departments to ensure the issues are resolved for customers to resume loan repayment.
• Reporting and analysis - send a summary analysis of calls done daily on observations made and from time to time with recommendations.

Qualifications

• B.Sc Degree in Business Management, Administration, Accounting, and related fields.
• Minimum of 2 years experience in a similar role.
• Excellent attention to detail and innovative thinking skills
• Fluency in Hausa Language.
• Ability to take initiatives
• Call center industry experience. 
• Excellent communication skills. 
• Excellent persuasion and convincing skills, result-oriented and self-driven.  
• Exceptional work ethic and integrity. 

Application Closing Date
Not Specified.