Zonal Team Lead At Ignite Energy Access Nigeria Limited

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