Customer Care Specialist

We are seeking a customer-focused and detail-oriented Customer Service Representative to join our loan services team. The ideal candidate will serve as the first point of contact for customers, providing accurate information about loan products, assisting with loan applications, resolving inquiries, and delivering exceptional customer service throughout the lending process. The successful candidate will build strong customer relationships while ensuring compliance with company policies and regulatory requirements. Key Responsibilities Respond promptly and professionally to customer inquiries via phone, email, chat, and in person. Provide accurate information about loan products, eligibility requirements, interest rates, repayment options, and company policies. Guide customers through the loan application process and explain required documentation. Review customer information for completeness and escalate complex issues to the appropriate department. Follow up with applicants regarding the status of their loan applications. Resolve customer complaints efficiently while maintaining a positive customer experience. Maintain accurate customer records and update information in the company's loan management system. Educate customers on repayment schedules, payment methods, and account management. Remind customers of upcoming payment due dates when required. Collaborate with the credit, collections, and operations teams to ensure seamless customer support. Adhere to company policies, data privacy regulations, and lending compliance requirements. Meet individual and team performance targets, including customer satisfaction and response time goals. Qualifications Bachelor's degree, HND, or OND in Business Administration, Finance, Marketing, or a related field (preferred). Minimum of 1–2 years of customer service experience, preferably in banking, microfinance, fintech, or the lending industry. Excellent verbal and written communication skills. Strong interpersonal and problem-solving abilities. Good computer skills and proficiency in Microsoft Office and CRM or loan management software. Ability to work under pressure and manage multiple customer requests effectively. High level of integrity, professionalism, and attention to detail. Required Skills Customer relationship management Effective communication Active listening Conflict resolution Time management Organizational skills Data entry accuracy Teamwork Basic financial literacy Problem-solving and decision-making Key Performance Indicators (KPIs) Customer satisfaction (CSAT) score Average response and resolution time First-contact resolution rate Customer retention rate Accuracy of customer records Compliance with company procedures Achievement of service quality targets Working Conditions Full-time position. May require occasional weekend or extended hours based on business needs. Office-based with the possibility of hybrid work, depending on company policy. Salary Competitive salary and benefits package based on qualifications and experience. #J-18808-Ljbffr