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2019 Recruitment: Entry-level Customer Service And Collections Officer

2019 Recruitment: Entry-level Customer
Service And Collections Officer

OneFi started in 2012 as a brick and mortar consumer lender
focused on the Nigerian market. Having raised a Series A round
in 2015, we pivoted in 2016 to become a digital lender via the
Paylater App (www.paylater.ng) and recently re-branded in
2019 to Carbon App (https://getcarbon.co). We are focused on
providing access to financial services to the “Next Billion’
starting in Africa.
Currently, we are the largest fully automated smartphone
lender in West Africa with over 1,000,000 apps downloaded
and disbursing just under 2,000 loans per day in Nigeria and
Ghana. Our 2018 goal was to be a Digital Bank in 3 countries
and have secured a Banking License in Nigeria already.
In 2019, our focus is on expanding access to financial services
in Africa and providing value to our customers.
There will be added functionality to the new Carbon (Paylater)
Wallet — a debit card for customers to perform transactions
and/or withdraw money nationwide, rewards for transacting,
and lots more. ?
OneFi is headquartered in Lagos, Nigeria with offices in South
Africa and the UK.
We are recruiting to fill the position below:
Job Title: Entry-level Customer Service and Collections Officer
Department: Customer ServiceEmployment Type: Full-
TimeMinimum Experience: Entry-level
Your core responsibility will be to deliver world class
customer support services that will set the company apart
from the competition while delighting the customer at all
times. You will also be focused on working with customers
to ensure they maintain their payments do not fall into
arrears and subsequently enter the Collections funnel.
As a smart, proactive, well spoken, fast typing and
independent agent, you will help us deliver great service to
existing and prospective customers.
Your Tasks
Identifying existing and prospective customers’ needs
via mail, phone or social media and providing answers
quickly or escalating to relevant colleagues.
Follow up and resolving customers complaint and
queries within the allotted time to meet response targets.
Collaborate with teams and other departments to ensure
overall customer satisfaction
Helping customers complete loan applications, bill
payments, setup cards, and loan repayments to name a
Converting all Carbon (Paylater) inquiries into Carbon
(Paylater) customers; Payvest, Bill Payments, Loans, etc.
Supporting the collections process by making calls to
customers at risk of falling into arrears and arranging
repayment plans.
Working with marketing and growth teams to contact
customers for surveys or to sell new products and services
Look for new, creative ways to increase customer’s
usage, satisfaction, retention, and advocacy.
Skills & requirements
Fast learner having the ability to learn quickly and
understand deeply. You will need to learn the Carbon
(Paylater) product (Payvest, Bill Payments, Loans, Wallet
etc) quickly and understand it inside-out to be enable you
deliver world class services to the customer.
Proactively seeking out work for yourself and actively
look to solve customer issues.
Independent, requiring little to no supervision, reporting
efficiently and succinctly when required and providing
leadership at all times to colleagues.
Emotionally intelligent, understanding the underlying
issues being raised by the customers and being able to
resolve quickly or escalate as needs be.
Tech Savvy, you will be very aware of Internet
technologies including banking apps, mobile phone
technologies, Android, Internet, Websites, email, online
chat/messaging and other internet related products and
Fluent in oral and written English.
Multitasking handling several tasks and priorities, your
work load will switch between customer service duties and
collections. Also have the ability to speak with customers
while typing notes simultaneously.
Fast typist and able to reach 40 words per minute and
looking to improve. If you cannot type this fast, DO NOT
Great sense of humor being able to laugh at yourself
and put the customer at ease at all times.
Ambitious, wanting to succeed in meeting all
customers’ needs and growing the customer service
function at One Finance to world standard.
Driven to constantly improve him or herself and the
entire team by constantly learning and pushing colleagues
to improve.
Polite and Patient you will show empathy in dealing
with customers’ regardless of their position.

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