Job Overview
We are seeking a professional and customer-focused Customer Service Representative to support our team. The CSR will be the first point of contact for borrowers, handling inquiries, assisting with payment-related support, resolving account-related issues, and ensuring customers receive accurate information and a positive service experience. This role requires strong communication skills, empathy, tact, and the ability to assist customers in financial difficulty with patience while supporting recovery goals.
Key Responsibilities
- Answer incoming calls and respond to customer inquiries regarding their loan accounts.
- Assist customers with payment-related support, including payment channels, schedules, and confirmations.
- Guide customers on repayment expectations and basic loan terms in line with company policy.
- Provide support to customers experiencing account or system-related access issues.
- Accurately document customer conversations and account updates in the system.
- Address customer complaints, clarify issues, and provide appropriate solutions.
- Escalate overdue or complex cases to the loan recovery team or supervisor.
- Educate customers on repayment obligations and encourage timely payments while maintaining professionalism.
- Protect customer data and maintain confidentiality at all times.
- Maintain high standards of customer service, showing empathy, respect, and patience.
Qualifications & Requirements
- Minimum educational requirement: HND, Degree preferred
- Minimum 1-2 years’ experience in customer service relations, call center, fintech, or banking is an advantage
- Strong communication, negotiation, and conflict-resolution skills
- Ability to handle difficult conversations calmly and professionally
- Good data entry and record-keeping skills
- Computer proficiency (MS Office, CRM systems)
- Patience, emotional intelligence, and professionalism
- High integrity, confidentiality, and accountability
- Ability to meet targets and work well under pressure
Salary
Competitive
Monthly based
Location
New Weija, Ga South Municipal District, Greater Accra Region, Ghana, Greater Accra Region, Ghana
New Weija, Ga South Municipal District, Greater Accra Region, Ghana, Greater Accra Region, Ghana