Customer Service Representative

Key Responsibilities

• Respond promptly and professionally to customer inquiries via phone, email, chat, and in person.
• Provide accurate information about loan products, eligibility requirements, interest rates, repayment options, and company policies.
• Guide customers through the loan application process and explain required documentation.
• Review customer information for completeness and escalate complex issues to the appropriate department.
• Follow up with applicants regarding the status of their loan applications.
• Resolve customer complaints efficiently while maintaining a positive customer experience.
• Maintain accurate customer records and update information in the company's loan management system.
• Educate customers on repayment schedules, payment methods, and account management.
• Remind customers of upcoming payment due dates when required.
• Collaborate with the credit, collections, and operations teams to ensure seamless customer support.
• Adhere to company policies, data privacy regulations, and lending compliance requirements.
• Maintain high standards of customer service and meet individual and team performance targets, including customer satisfaction and response time goals.

Qualifications

• Bachelor's degree, HND, or OND in Business Administration, Finance, Marketing, or a related field (preferred).
• Minimum of 1–2 years of customer service experience, preferably in banking, microfinance, fintech, or the lending industry.
• Excellent verbal and written communication skills.
• Strong interpersonal and problem-solving abilities.
• Good computer skills and proficiency in Microsoft Office and CRM or loan management software.
• Ability to work under pressure and manage multiple customer requests effectively.
• High level of integrity, professionalism, and attention to detail.