Customer Finance Representative

Job Purpose / Mission

• 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

Qualification

• Minimum of a National Diploma (OND) or HND

Experience:

• Basic Technical Training in electrical or electronics engineering, renewable energy, or a related field (e.g., vocational training).
• Hands-on experience (even if informal or through internships) with electrical components, wiring, and troubleshooting.
• Familiarity with solar energy systems, especially solar home systems (SHS), including batteries, charge controllers, and solar panels.
• Experience using basic tools such as multimeters, screwdrivers, soldering irons, and other diagnostic equipment.
• Ability to work in a workshop environment and follow standard operating procedures.
• Customer service exposure or experience in a technical support role is a plus, especially in handling customer devices or complaints.
• Ability to follow repair procedures and safety protocols in a workshop or technical environment

Knowledge and skills:

• 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.

Application Closing Date
26th November, 2026.

Method of Application
Interested and qualified candidates should send their CV to: [email protected] using the Job Title, Location and Local Government as the subject of the email.

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