Client Service Supervisor

Job Description:

• Responsible for the achievement of new customer acquisition through online platforms and telemarketing, drives client retention efforts and walk-in customer conversions.
• Conducts regular customer relationship management activities such as product orientation, query handling, complaints and issues resolution.
• Conducts regular collections management activities by Ageing Review and ensuring SMS reminders/call outs and submitting list of accounts with more than 31 days payment due for Field Collections.
• Responsible for ensuring proper and timely recording of transactions into the system as well as preparation and submission of required reports in accordance with the prescribed policies and procedures.

Duties and Responsibilities:

Booking:

• Responsible for the overall achievement of assigned booking targets through new client acquisition via online channels. Responsible for administering activities related to client retention measured by Retention/Churn measures. Achieves target on walk-in conversions.

Client Relations:

• Ensures clients and agents are given timely loans update feedback in compliance TAT standards.
• Satisfactorily answers customer queries on product loan information.
• Addresses customer complaints and executes issues resolutions.
• Performs "welcome calls" to newly released loans and ensure that IPG discussions were done correctly.

Credit Evaluation and Documentation:

• Reviews, evaluates, validates and verifies Call Outs made by the CSR.
• Ensures timely and accurate encoding of loan application into the System.
• Checks that the loan application is properly filled out and accomplished and all the requirements are complete.
• Validates all documents submitted for approval and ensures registration and encumbrance in favor of Radiowealth Finance Company.
• Reviews and monitors expiry date of insurance policies and ensures their renewal.

Collections Management:

• Prepare a shortlist of accounts for SMS Reminder and Call Outs to be used by the CSR.
• Validates payment made through online platforms and ensure achievement of Online/Third Party Payment Channel Targets
• Provides list of accounts 1-30 days for Call Out by the CSR.
• Provides list of accounts that turn 31 days to the CCI for Field Collection/Visitation.

Administration:

• Performs functions related to Cashiering in relation to cash and fund management, billing and on time payment of rents and utilities.
• Receives cash or check collections made by the CCI and signs the last Official Receipt (OR) issued during the day.
• Issues Official Receipt (OR) for office paying customers/clients and ensures that all collections during the day (cash and checks) are intact and deposited in the bank and encoded in the System.
• Prepares Daily Cash Collection Report (DCCR).
• Ensures that Operations Date is updated daily and Day End Checklist is completed.
• Handles maintenance of accounts to include review of accounts for collection and collation of results.
• Monitors promissory notes and payment arrangements ensuring compliance in the maintenance of accounts.
• Monitors and provides feedback on status of Post-Dated Checks and Returned Check Notice (RCN).
• Monitors and controls the branch petty cash fund including replenishment and liquidation

Qualifications:

• Candidate must possess at least Bachelor's Degree in any field of study
• Experience in loan product selling or equivalent is an advantage
• At least 1 years of relative Customer Service experience
• Required Skills: Selling, Communication, Computer Literate, Leadership and Analytical

Job Types: Full-time, Permanent, Fresh graduate

Work Location: In person