Customer Loyalty Executive at Sun King (Formerly Greenlight Planet)

Description of the role:

The Customer Loyalty Executive  will be leading the efforts and processes related to collections of our Easy Buy products in the field. He/She will be giving advice and suggestions on how to improve customer payments and satisfaction while able to ensure that the Company offer matches end users expectations. The position will be based in the region with 80-90% of time spent in field related activities.

Essential responsibilities:

• Analyse regional portfolio and repayment trends and lay down strategies to improve the same
• Work with regional teams to ensure that set policies on collection are adhered to
• Track down Port Folio at Risk and champion recovery process
• Work with regional field teams to pro -actively set and execute strategies that will result in reducing default rates
• Flag any activities or actions by the field sales team that may lead to exposure
• Establishes essential communication and reporting structure with field teams.
• Designs and keeps track of operational improvements necessary for ensuring better repayments and customer satisfaction
• Achieves set Active Portfolio management target as communicated from time to time.
• Preparing reports on weekly/monthly basis.
• Informs management of trends in accounts that contribute to delinquency.

Qualifications / Requirements

• Bachelor Degree related to Finance, Community Development, Communication, Credit Risk Management or related fields
• At least 2 years of work experience in a similar position or role
• Strong experience from Microfinance/banking underground on Credit Collections.
• Conversant with computer packages.
• Must have good analytical skills

Desired Characteristics

• Excellent interpersonal skills.
• Clear and straight to the point communication skills with fluency in both written and spoken English and Kiswahili
• Clear thinking/problem solving ability
• Excellent attention to details
• Excellent issue-tracking and resolution skills
• able to handle multiple tasks at the same time without errors and mistakes.
• Able to make presentations