Customer Service Representative

Key Responsibilities<br /><br />Respond promptly and professionally to customer inquiries via phone, email, chat, and in person.<br />Provide accurate information about loan products, eligibility requirements, interest rates, repayment options, and company policies.<br />Guide customers through the loan application process and explain required documentation.<br />Review customer information for completeness and escalate complex issues to the appropriate department.<br />Follow up with applicants regarding the status of their loan applications.<br />Resolve customer complaints efficiently while maintaining a positive customer experience.<br />Maintain accurate customer records and update information in the company's loan management system.<br />Educate customers on repayment schedules, payment methods, and account management.<br />Remind customers of upcoming payment due dates when required.<br />Collaborate with the credit, collections, and operations teams to ensure seamless customer support.<br />Adhere to company policies, data privacy regulations, and lending compliance requirements.<br />Meet individual and team performance targets, including customer satisfaction and response time goals.<br />Qualifications<br /><br />Bachelor's degree, HND, or OND in Business Administration, Finance, Marketing, or a related field (preferred).<br />Minimum of 1–2 years of customer service experience, preferably in banking, microfinance, fintech, or the lending industry.<br />Excellent verbal and written communication skills.<br />Strong interpersonal and problem‑solving abilities.<br />Good computer skills and proficiency in Microsoft Office and CRM or loan management software.<br />Ability to work under pressure and manage multiple customer requests effectively.<br />High level of integrity, professionalism, and attention to detail.<br />Required Skills<br /><br />Customer relationship management<br />Effective communication<br />Active listening<br />Conflict resolution<br />Time management<br />Organizational skills<br />Data entry accuracy<br />Teamwork<br />Basic financial literacy<br />Problem‑solving and decision‑making<br />Key Performance Indicators (KPIs)<br /><br />Customer satisfaction (CSAT) score<br />Average response and resolution time<br />First‑contact resolution rate<br />Customer retention rate<br />Accuracy of customer records<br />Compliance with company procedures<br />Achievement of service quality targets<br />Working Conditions<br /><br />Full‑time position.<br />May require occasional weekend or extended hours based on business needs.<br />Office‑based with the possibility of hybrid work, depending on company policy.<br />Salary<br /><br />Competitive salary and benefits package based on qualifications and experience.<br /><br />#J-18808-Ljbffr