- Support the new loan screening process where you will be active in:
- Loan screening- Review loan requests, assess clientsâ financial status, evaluate creditworthiness and risks
- Contacting clients to gather financial data and documentation
- Analyzing risks and recommending approval or rejection of loan requests
- New customer account setup on the needed CRM systems , and account locking and unlocking verifications
- Support the CX and Credit unit of the business to maintain a quality and growing customer portfolio
- Follow up with clients about loan repayments and monitor progress of existing loans
- Drive repayment behavior by lending only what the business can afford, consistently following up, maintaining accurate records, negotiating repayment schedules and setting discretionary limits
- Obtain information from new and existing loan customers and answer questions about loan processes while also collecting and recording all customer feedback
- Maintain clear customer records, recording times and dates that contact has been made and noting information that customers have received about MoPhones products
- Identify and assess customer needs to achieve satisfaction, and ensure quality service that drives good paying customers
- Build sustainable relationships and trust with customers through open and interactive communication
- Meet personal, Credit team and Customer Service team targets and ticket handling quotas
- Handle customer complaints, provide appropriate solutions and alternatives within the time limits; follow up to ensure resolution
- Keep complete and accurate records of customer interactions, process customer accounts and file documents
- Collect and record all customer feedback
- Go the extra mile to engage customers, showing proactivity in service and credit management
- Proven work experience as a Credit Officer, Loan Officer or similar role
- Hands-on experience with lending procedures and products
- Ability to create and process financial spreadsheets
- Strong analytical skills
- Customer service experience
- Experience in team leadership
- Study in Credit risk, Banking , Finance, Economics or related field
- Strong understanding of lending procedures and customer service experience.
- Debt collection and Strategic work solutions provider
- Familiarity with CRM systems and practices
- Familiarity with service ticketing systems like Zendesk or Freshdesk will be an advantage
- 2-3 yearsâ work experience with at least 2 years position in financing or credit risk
- We excel at collaboration, always placing company success over personal glory
- We disagree, then commit. We understand the value of productive conflict.
- We donât make excuses, and welcome regular honest feedback as key to growth
- We understand that achieving great things involves taking smart risks
- We believe that making mistakes is OK.
- We think ambitiously, and have a bias towards action
- We prioritize ruthlessly and celebrate ânoâ