Telesales Officer

Virtual Sales & Customer Acquisition

• Convert qualified inbound leads and generate outbound opportunities to drive digital loan, savings, and fixed deposit adoption.
• Guide prospective customers through digital product offerings, structuring credit and deposit options aligned with their individual or business needs.
• Consistently meet and exceed individual sales targets, volume quotas, and revenue benchmarks across core product lines.

Loan Onboarding & Compliance Support

• Guide prospective borrowers through the virtual loan application process, ensuring complete documentation, KYC collection, and accurate data capture.
• Ensure all loan requests are processed in strict compliance with internal credit policies, regulatory frameworks, and core platform workflows.
• Collaborate with underwriting and risk management teams to resolve customer application bottlenecks and improve turnaround times.

Service Delivery & SLA Management

• Manage all inbound customer interactions—including enquiries, loan status updates, and service requests—across digital channels within agreed SLAs.
• Maintain high first-contact resolution rates while upholding customer satisfaction (CSAT) and Net Promoter Score (NPS) standards.
• Systematically capture customer feedback, user pain points, and product requests to inform continuous improvements in our software, loan products, and service workflows.

Account Retention & Portfolio Care

• Execute proactive outreach campaigns to retain existing borrowers, encourage loan renewals, and drive deposit renewals.
• Address and resolve customer complaints with empathy and speed, escalating complex technical or operational issues through defined channels.

Requirements & Qualifications
Education & Professional Background

Education: Bachelor's Degree (B.Sc.) in Business Administration, Finance, Economics, Marketing, Mass Communication, or a related field.
Experience: 0–2 years of experience in sales, customer success, account management, or virtual customer operations—preferably within fintech, consumer lending, commercial banking, or fast-growing digital platforms.

Skills & Competencies
Sales & Negotiation: Proven ability to communicate value propositions, handle objections, negotiate terms, and close sales over virtual communication channels.

Tech & Analytical Aptitude: Comfortable working with CRM platforms, cloud contact center software, and core banking applications. Ability to interpret data inputs to guide quick decision-making.

Customer-Centricity: Strong problem-solving, active listening, and conflict-resolution skills.

Regulatory Awareness: Familiarity with basic Nigerian financial regulations, consumer lending workflows, and anti-money laundering (AML/KYC) standards.

Cultural Fit & Core Attributes
Speed & Agility: Thrives in a high-velocity, low-hierarchy startup environment with ambitious growth goals.

Accountability & Ownership: Self-motivated, highly organized, and comfortable taking full ownership of targets with minimal supervision.

Communication & Courage: Excellent verbal and written communication skills; confident in asking questions, offering feedback, and challenging ideas to improve outcomes.