Customer Finance Representative At Ignite Energy Access Nigeria Limited

Job Purpose

• The Customer Finance Representative (CFR) is responsible for following up with customers with outstanding payments, encouraging timely repayment, resolving overdue accounts, and improving the company's overall collection performance.
• The role requires regular customer engagement through phone calls and field visits, accurate reporting, and effective follow-up on payment commitments.

Key Responsibilities

Customer Follow-up:

• Contact customers with outstanding payments through home visits.
• Understand the reasons for delayed payments and agree on realistic payment arrangements.
• Maintain professional and respectful relationships with customers.

Collections:

• Drive daily and weekly collections from assigned customers.
• Follow up on customers who have promised to make payments.
• Ensure all payment commitments are properly tracked and converted into actual payments.
• Focus on high-priority overdue accounts and customers with significant outstanding balances.

Account Resolution:

• Identify customers who can be successfully resolved and prioritize them.
• Escalate difficult or high-risk accounts to the Zonal Team Lead where necessary.
• Resolution of PAR 30+, PAR 60+, cancelled, and other assigned accounts.

Field Activities:

• Conduct regular field visits to locate and engage customers.
• Visit customers within assigned communities and locations.
• Work with local agents and community contacts to improve customer reach and collections.

Reporting:

• Submit daily collection and field activity reports.

Provide accurate information on:

• Customers contacted
• Customers visited
• Amount collected
• Accounts resolved
• Payment promises
• Outstanding commitments
• Ensure all customer information and resolutions are properly reported.

Agent/Team Collaboration:

• Work closely with Sales Agents, CFRs, Team Leads, and the Zonal Team Lead to achieve collection targets.
• Share useful customer information that can support account resolution.
• Participate in collection drives and promotional campaigns.

Customer Service:

• Communicate with customers professionally and respectfully.
• Explain outstanding balances and payment expectations clearly.
• Handle customer concerns and complaints appropriately and escalate unresolved issues when required.

Key Performance Indicators (KPIs)

The Collection Agent will be measured based on:

• Daily and monthly collection amount
• Number of accounts resolved
• Promise-to-pay conversion rate
• PAR reduction
• Number of successful customer contacts
• Field visit effectiveness
• Recovery of overdue accounts
• Accuracy and timeliness of reports
• Compliance with company collection policies

Requirements

• Minimum of OND/NCE or relevant qualification is an advantage.
• Previous experience in collections, sales, customer service, microfinance, fintech, or PAYGo is an advantage.
• Good communication and negotiation skills.
• Ability to work in the field and travel within assigned locations.
• Basic knowledge of smartphones and data-entry applications.
• Ability to speak English and Hausa is an advantage.
• Must be target-driven, disciplined, honest, and results-oriented.

Personal Attributes:

The ideal Collection Agent should be:

• Result-oriented
• Persistent and proactive
• Good at negotiation
• Customer-focused
• Accountable
• Honest and trustworthy
• Able to work independently
• Comfortable working with daily and monthly targets

Overall Expectation:

• CFR is expected to turn customer follow-ups into actual payments and account resolutions, while maintaining professional customer relationships and providing accurate daily reports.

Additional Benefits

• Transportation
• Call card
• End of Month Commission