Credit Operations Officer

Let's grow together, become our Credit Operations Officer.

Requirements

• University Degree in Business Administration, Finance, Accounts, or a related field.
• 3 years of work experience, customer service will be added advantage
• MS Excel proficiency

Core Responsibilities

• Respond promptly and accurately to customer loan queries in line with agreed SLAs.
• Follow up with customers to ensure timely resolution of technical issues.
• Automate frequently asked loan-related queries to improve efficiency and service delivery.
• Analyze weekly trends in loan-related queries and complaints; recommend process improvements.
• Conduct quarterly reviews of loan operational processes and suggest enhancements.
• Facilitate refresher training at customer touch points to ensure quality service and accurate resolution.
• Periodically review loan product codification for improved query tracking and resolution.
• Identify and report product issues by simulating scenarios and user experiences.
• Assess customer needs and share insights with product teams for continuous product improvement.
• Foster positive working relationships with internal teams and external stakeholders.
• Ensure high levels of customer satisfaction to positively impact Net Promoter Score (NPS).
• Maintain up-to-date knowledge of all loan products and eligibility criteria.
• Handle customer calls related to loan queries and contribute to service improvement.

Core Competencies

• Excellent communication and interpersonal skills
• Eager to find flaws in a process for improvements
• Ability to work in a goal-oriented environment
• Problem-solving and customer satisfaction orientation
• A team player, able to work well in multicultural environments.
• Able to build relationships quickly.

If this description corresponds to you, grow with us by applying before June 23, 2025