Customer Relationship Officer

Responsibilities:

• Identify, prospect, and onboard new clients for loan and finance products.
• Conduct client needs assessments, present suitable products, and close sales to meet disbursement targets.
• Achieve monthly targets for new customer onboarding and loan disbursements.
• Manage the assigned customer portfolio, ensuring proper loan utilization and timely repayments.
• Conduct regular client visitations, business assessments, and post-disbursement monitoring.
• Track portfolio performance and maintain low Portfolio at Risk (PAR).
• Gather KYC documents, perform initial credit assessments, and prepare/submit credit applications. o Collaborate with Risk, Credit Administration, and Operations teams for smooth loan processing.
• Follow up on repayments, manage delinquent accounts, and resolve issues to achieve high collection rates.
• Implement repayment follow-up plans and support recovery efforts.
• Maintain regular communication with clients, providing updates, support, and solutions.
• Resolve complaints promptly, escalate when necessary, and conduct engagement activities.
• Champion customer-centric service to boost satisfaction and loyalty.
• Ensure adherence to internal policies, regulatory requirements, and compliance standards. o Mitigate risks through accurate documentation and monitoring.
• Weekly/monthly reports on sales, collections, portfolio performance, and client activities.
• Collaborate with internal teams (Risk, CAD, Operations, Finance, Collections) for seamless operations.
• Contribute to departmental sales targets and revenue growth.
• Participate in training programs and demonstrate continuous improvement in skills.

Requirements:

• Bachelor’s degree in business administration, Finance, Accounting, Economics, Marketing, or a related field.
• 2–5 years in customer relationship management, sales, credit operations, or client engagement roles, preferably in financial services, microfinance, or SME lending.
• Proven track record in loan sales, client onboarding, portfolio management, collections, and achieving revenue targets.
• Experience in credit assessment, KYC documentation, and post-disbursement monitoring.
  

Location: Ikeja Lagos