Customer Loyalty Officer

Job Title: Customer Loyalty & Collections Officer
Location: Benin, Edo state
Employment Type: Full-Time
Industry: Solar Energy

Lumos offers clean and affordable solar power to a market of 1.3 billion potential customers who live off the electricity grid. Lumos enables people to replace hazardous and expensive kerosene generators and lanterns with modern solar electricity that can power lights, cellphones, fans, computers, TVs and other small electronic devices (all at once, every day). By offering Solar Power as a Service, Lumos offers homes and small businesses a simple and affordable way to pay for electricity in small instalments using their mobile phones.
Job Summary:
We are seeking a proactive Customer Loyalty & Collections Officer to drive customer retention and repayment performance in assigned communities. This role is responsible for monitoring repayment trends, developing field strategies to improve collection rates, and ensuring a seamless customer experience. The ideal candidate will have strong field experience, credit risk knowledge, and customer relationship skills to address payment issues, repossess products when necessary, and collaborate with key stakeholders to enhance customer loyalty and financial sustainability.

Key Responsibilities:
Customer Portfolio & Collections Management

• Analyze community portfolio and repayment trends to develop daily, weekly, and monthly collection strategies.

• Track repayments and provide weekly updates to the Line Manager on field interventions and customer insights.

• Collaborate with Territory Sales Managers (TSMs) and Last-Mile Collection Partners (LCPs) to repossess products from delinquent customers when necessary.

• Conduct daily follow-ups with TSMs and LCPs to monitor and improve customer repayments.

• Identify and establish partnerships with Coralpay and Interswitch agents for easier repayment solutions in assigned communities.

• Intervene directly in the field to improve collection rates in low-performing areas.
Customer Experience & Issue Resolution

• Instantly resolve payment-related issues on the field or escalate them to relevant stakeholders.

• Pilot and operationalize collection processes to enhance customer satisfaction while ensuring timely repayments.

• Report cases of product tampering observed in the field through the established Risk Team process.

• Train Agents (LCPs/Distributors) on handling repossessions and managing difficult customer collection issues.
Reporting & Stakeholder Engagement

• Provide territorial/regional leadership with weekly updates on collection exposures and repayment trends.

• Work closely with credit risk, sales, and customer service teams to optimize collection strategies.
Key Performance Indicators (KPIs):

• Collection rate improvement in assigned communities.

• Number of field interventions performed and success rate.

• Customer retention and satisfaction scores.

• Effective resolution of repayment issues and escalations.

• Number of repossessions and recoveries conducted as a last resort.

Qualifications & Experience:

• Bachelor's Degree / Higher Diploma in Finance, Community Development, Credit Risk Management, Business Administration, or related fields.

• At least 2 years of experience in a field-based collections, customer relationship, or credit risk management role.

• Experience in microfinance, banking, or credit collections is an added advantage.

• Customer service and process management experience.

• Strong understanding of CRM principles, business intelligence, and reporting tools.

• Excellent interpersonal, negotiation, and relationship-building skills.

• Passionate about working in rural communities to drive collections and enhance customer experience.

Why Join Us?

• Opportunity to make a difference in the renewable energy sector.

• Competitive salary and performance-based incentives.

• Career growth and development opportunities in a fast-growing industry.

• A collaborative and field-oriented work environment.

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