Job Description

Customer Experience Advisor – Loan Collections and Bancassurance

Position Summary
To provide end-to-end customer support with a focus on loan collections and bancassurance services. The role involves handling customer queries, supporting debt recovery efforts, promoting insurance products, and ensuring timely resolution of issues in line with service standards and regulatory requirements.

Key Duties and Responsibilities

• Receive and handle customer queries through various channels, ensuring timely response within set SLA and quality standards
• Conduct customer verification and security checks for all interactions
• Support loan collection activities, including follow-ups on overdue accounts, negotiating repayment plans, and updating customers on their loan status
• Provide accurate information and support on bancassurance (insurance) products, including policy inquiries, claims guidance, and renewals
• Log and capture all customer interactions in the bank’s systems for tracking, escalation, and performance monitoring
• Escalate unresolved issues in line with defined processes to ensure timely resolution
• Handle customer complaints related to loans, repayments, and insurance products professionally and efficiently
• Identify opportunities to generate sales leads, particularly for insurance and digital banking products
• Promote digital channels to reduce cost-to-serve and improve customer experience
• Monitor and report any risks, fraud indicators, or customer dissatisfaction trends
• Prepare and submit reports within stipulated timelines
• Support quality assurance initiatives, including customer feedback and mystery shopping activities

Key Competencies

• Strong negotiation and persuasion skills (especially for collections)
• Good understanding of loan products, repayment processes, and credit management
• Knowledge of bancassurance products and customer engagement
• Excellent communication and interpersonal skills
• Customer-focused with ability to handle difficult conversations
• High level of integrity and professionalism
• Ability to work under pressure and meet targets

Experience, Skills, and Qualifications

• Bachelor’s degree in a relevant field
• Credits in Mathematics and English at O’ Level
• Minimum of 1–2 years’ experience in loan collections, credit control, or debt recovery
• Experience in bancassurance or insurance sales/support is highly preferred
• Knowledge of banking products and services
• Fluency in English; knowledge of a local language is an added advantage