Overview
New Vacancy: Credit Operations Officer
Let’s grow together—become part of our team as a Credit Operations Officer.
Qualifications
University degree in Business Administration, Finance, Accounts, or a related field
3 years of work experience
Customer service experience will be an added advantage
Proficiency in MS Excel
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.
