Customer Loyalty

Lumos is a market leader in Africa in offering affordable and clean solar energy to a pan-African potential market of 1.3 billion customers.

Lumos Group has existed since 2013 and has deployed more than 200,000 solar home systems to SMEs and retail customers. In the last 1.5 years, Lumos has developed a new business strategy addressing both the changing customer needs and challenges in the industry. The change in strategy is successful and has resulted in a solid stream of sales. Based on this result, management has decided to expand the sales in 2024 and accelerate the growth.

Location: Ibadan, Oyo
Employment Type: Full-time

Job Responsibilities

• Track repayments and provide a weekly update to Line manager on field interventions, performances and results achieved, along with customer insights.
• Daily follow ups with Territory Managers and LCPs on customer repayment.
• Report any cases of product interference, observed in the field through the process and mechanism established by the Risk team.
• Train Agents (LCP/Ds) on dealing with difficult customer and reclamations issues.
• Instantly resolving payment issues on the field or escalating to the relevant stakeholders.
• Analyze Community portfolio and repayment trends and laying down daily, weekly, monthly strategies to drive better collection rates from delinquent customers.
• Pilot and operationalize collection processes necessary for ensuring better repayments and customer satisfaction.
• Working with Territory Managers and LCPs to reclaim products from delinquent customers on cases where direct intervention is required.
• Identify Coralpay and Interswitch agents for easy repayment in assigned Communities.

Key Result Areas

• Update territorial / regional leaders on collection exposures, weekly through follow-up repayment.
• Intervene in the field wherever the collection scores are at a lower level.

Educational Qualifications & Functional / Technical Skills

• Good interpersonal and relationship building skills.
• At least 2 years of work experience in a similar position with field experience and working with rural customers.
• Strong experience in Microfinance/Banking sector on Credit Collections is an added advantage.
• Understanding of the principles of Business Intelligence and Reporting
• Customer service or process management experience
• Understanding of the principles of CRM and Customer Management.
• Passionate about working in the field to drive collections, resolve issues and enhance customers’ experience.
• Bachelor's Degree / Higher Diploma in Finance, Community Development, Communication, Credit Risk Management or related fields.